Technology : ACD
Automated Call Distribution (ACD)
Centris’ sophisticated ACD technology intelligently routes incoming telephone phone calls when they are answered to an available agent, thereby significantly reducing or eliminating the amount of “hold time” for inbound customer calls.
Additionally, Centris’ integrated and proprietary ACD / IVR systems can route calls based upon caller identification (caller’s phone number), dialed number (e.g. 800#), time of day, and other customer defined criteria. Calls can also be assigned to specific agents based upon the knowledge set of these phone representatives who are divided into different skill groups or account teams.
Skills based routing (SBR) is a call assignment strategy that Centris uses to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. Centris enables you to select a dedicated team of customer service professionals trained in the specifics of your particular program and provided with integrated access to your internal CRM system. |
