LiveVox ACD

• It uses an interactive voice response, or IVR, system to gather information from the caller, then weighs that information against a set of rules to decide where to send the call.
• Based on their inputs and the call center’s preconfigured rules, a customer may be routed to a live agent, a voicemail box, a self-service tool, another IVR menu, or some combination of these.
• Handles routing and advanced calling features for inbound and outbound calls Enables scheduled business hours, custom greetings, and hold music, among other functions.
• Enables scheduled business hours, custom greetings, and hold music, among other functions.
• Automatic call distributor systems were once used primarily for routing phone calls, but they can now be used to handle incoming requests across channels, including email, text, and live chat.

An ACD is invaluable in managing large volumes of calls

• ACDs help keep live agents from getting overwhelmed by deflecting routine inquiries to self-service tools.
• And, with mundane tasks like address changes and bill payments off their plate, agents are freed up to focus on more engaging service requests.
• Ultimately, ACDs improve the customer experience by making sure the user is connected with the most effective solution for their problem in the shortest amount of time.

Skills-based routing

• The best customer interactions happen when they’re directed to an agent who has the right skills to service their call the first time around. Skills-based routing uses scoring to assess agents’ expertise, then route the calls that are best matched to their capabilities. This highly useful feature results in more first-call resolutions and more satisfactory outcomes.

Hassle-free configuration

• Quickly and easily make changes to your routing directives based on volume, seasonality, and other business needs. In addition to skills-based routing, route calls according to agent experience level, location, talk time, or in a fixed order.

Overflow tools

• Avoid the customer frustration that comes with long call queues by offering convenient overflow options like the ability to receive a call back or leave a voicemail. This is especially helpful in account-based businesses where callers may wish to reach a particular agent. Shorter wait times mean happier customers and more pleasant agents.

Omnichannel capabilities

• As you add more support channels, the complexity of managing inbound volume grows. An ACD with omnichannel capabilities streamlines routing for all channels with a single, consolidated queue. Adding new channels is seamless with the ability to prioritize agents based on the channels they’re most proficient with.