call center software

Feb 06, 2020

Call Center Software Integrations with Third-party Applications

Posted In: ACD, Blog, Call center technology Author: TCN

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

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Dec 11, 2019

What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Blog, Business Intelligence Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

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call center ACD image

Aug 28, 2019

3 Tools that Electrify Call Center ACD

Posted In: ACD Author: TCN

The ACD system is a brilliant tool. It effectively routes calls to agents using a variety of methods such as: Programmed Distribution – when a call center creates a custom distribution for their call center based on factors such as language, issue, topic or goal. Round-Robin Distribution – when a call center distributes calls to […]

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using automatic call distribution image

Jun 28, 2019

3 Settings to Pump Up Productivity with Automatic Call Distribution

Posted In: ACD, Blog Author: TCN

Where would call centers be without Automatic Call Distribution (ACD)? It helps improve the customer experience. It keeps agents productive and it optimizes the flow of the workplace. There’s a reason for all of these benefits. ACD systems have unique features that bring out the best in call center agents and make it easier for […]

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call center customer service

Feb 15, 2019

4 Ways a Call Center ACD System Keeps Customers Happy

Posted In: ACD, Blog, Call Center Solutions, Inbound Author: TCN

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

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Nov 30, 2018

How ACD Call Center Software Overhauls the Customer Experience

Posted In: ACD, Predictive Dialing Author: TCN

Automatic Call Distribution (ACD) call center software is one of the core components of a well-oiled call center. Of all the tools call centers use to control the flow of outbound and inbound calls, ACD call center software is the central technology that helps lower average call center queue time. And this is crucial for […]

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Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: ACD, Agent Efficiency, IVR Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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Sep 21, 2018

7 Ways ACD Call Center Tech Benefits Call Center Agents

Posted In: ACD, Agent Efficiency Author: TCN

How can call centers better serve their customers? Connecting customers with skill and intelligence with call center technology – specifically, ACD call center technology. We’ll cover what is, how it works, and how it benefits call center agents in today’s post. Let’s dive in. What is ACD? Automatic Call Distribution is a call routing system […]

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Feb 12, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

Posted In: ACD, Agent Efficiency, Call Center Solutions Author: TCN

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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