Skills-Based Automatic Call Distribution
Automatically categorize callers by need, and route only to contact center agents who have the expertise to achieve first-call resolution.
IT-Free Inbound Call Routing
Simple drag-and-drop interface allows you to manage and monitor your call flow and make changes in real-time—without relying on IT assistance.
Multi-Channel Inbound Call Routing
Connect agents to callers from standard landlines, softphones, SIP, voice, email, chat, social media, and more!
Provide Your Customer Service Agents with The Technology They Require!
Before ACD
1 out of every 5 callers needs to be transferred to the appropriate agent or department.
After ACD
1 out of every 15 calls needs to be transferred to the appropriate agent or department.
Without ACD, your calls will route only to the next available agent. This creates bottlenecks in your call flow, and reduces your agent’s conversion rates. With ACD, you route to the right agent or department every time!
User-friendly drag-and-drop interface allows you to reroute calls in real-time, and minimize your IT budget.
ACD manages call flow, and categorizes and routes calls not only by skill, but between your multiple contact centers and at-home agents.
Advanced algorithm factors in hold times, volume thresholds, agent queues—and automatically calls clients back if that is more convenient than waiting on hold.
ACD Does More Than Just Manage Your Call Flow!
Once your agents connect with their perfectly routed callers, your fully integrated dashboard populates the appropriate script. Whisper feature alerts agents to the type of inbound call so they are quickly able to shift gears from one call to the next. Efficient routing and automated CSA skill matching decrease hold and handle times by 20% or more.Once your agents connect with their perfectly routed callers, your fully integrated dashboard populates the appropriate script.
Whisper feature alerts agents to the type of inbound call so they are quickly able to shift gears from one call to the next.
Efficient routing and automated CSA skill matching decrease hold and handle times by 20% or more.
With ACD, You Route To The Right Agent Or Department Every Time!
Perfect for multi-channel and multi-location call centers with call blending to prioritize inbound callers.
Fully integrates with CRM and IVR, and offers direct agent dialing for return callers.
Easy drag-and-drop dashboard allows management to update, change, and re-categorize routing without waiting for IT assistance.
Intuitive dashboard automatically prepares CSAs to engage via voice, chat, email, social media, and more!
Features
DCDial’s Flexible IVR Saves You Time And Money!
Skills based inbound call routingMulti-channel online, chat, IVR, SMS, email,social media, and more
Real-time inbound/outbound call blending priorAdvanced algorithm factors in hold times,volume thresholds, agent queues
Direct agent dialer and/or route to caller’s previous agentDirect agent dialer and/or route to caller’s previous agentDirect agent dialer and/or route to caller’s previous agentIntegrates with CRM, and populates caller data and appropriate call scriptsUser-friendly drag-and-drop interface makes it easy to modify call routingRemote login and call flow managementSkills based inbound call routing
Multi-channel online, chat, IVR, SMS, email,
social media, and more
Real-time inbound/outbound call blending prior
Advanced algorithm factors in hold times,
volume thresholds, agent queues
Direct agent dialer and/or route to caller’s previous agent
Direct agent dialer and/or route to caller’s previous agent
Direct agent dialer and/or route to caller’s previous agent
Integrates with CRM, and populates caller data and appropriate call scripts
User-friendly drag-and-drop interface makes it easy to modify call routing
Remote login and call flow management
