Automatic Call Distribution Software
Guiding your customers to the best agents
Help give your customers the experience they deserve by directing them to the best agent for them, based on agent skill and customer needs, with TCN’s cloud-based Automatic Call Distribution (ACD) solution.
Request a DemoEfficiency in action with ACD system solutions
TCN provides the most sophisticated ACD software solution in the industry that is both easy to use and to integrate. An ACD system allows contact centers to power and maintain operations locally or worldwide and automatically direct calls to the best agents, wherever they are located.
Cost-efficient
Cloud-based ACD software can save contact centres money by eliminating the cost of hardware, installation, energy and maintenance.
Time-efficient
Time is money. Lower customer wait times and agent downtime to increase customer satisfaction and money in your pocket.
Agent-efficient
Agents are the lifeblood of contact centres; optimise time and skills by evaluating and distributing various types of calls according to agent skill.
Keep customers happy and operations efficient with ACD software
Decrease customer wait time, efficiently direct calls and equip service agents with knowledgeable support with an ACD solution in your call center. Implementing an ACD gives your customers a more tailored customer service experience, connecting them with the agents best equipped to help answer their questions.
Capabilities within ACD software
Queued callback
Instead of putting callers on hold, prompt your callers to receive a call back when an agent becomes available. We will keep their place in the queue and send the call to an agent to complete once they are available.
Custom messages
With all the time TCN’s software saves you, you can focus on personalising your user experience with custom hold music, agent whisper messages, even caller position announcements and estimated wait time notifications.
In the cloud
All of TCN’s systems are software-based, eliminating the need for new hardware or phone lines. It also means that agents will be assigned calls with little to no delay regardless of where they are.
Personalise ACD routing strategies
Not every contact center is the same, so not every strategy works for every contact center. With TCN’s administrator interface, adjusting and improving routing scenarios is intuitive and immediately applicable.
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Integrate and improve
Integrating TCN’s cloud-based system with your Customer Relationship Management (CRM) system is easy and delivers peak performance and experience. Plus, pairing ACD software with your CRM lets agents immediately see caller data, helping them tailor their approach and resolve any questions or problems the customer may have.
What our clients are saying
“TCN’s software has been a lifesaver. The platform has helped us improve our customer service by cutting down wait times and connecting consumers with the best available agent. TCN has also given us greater reporting capability, allowing us to track our agents better and adjust schedules to match call volume changes. With these insights, we can get very granular with the reporting and make decisions quickly without lost revenue or increased expenses.”
Jeremy Feldman
Director of Audience Development | EO Media
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