Integrating Chat, Email and Twitter into ACD with Skills based Routing

Automatic Call Distribution (ACD) has evolved to provide an efficient mechanism for routing and distributing incoming phone calls to the right agent in a timely manner and increase the productivity of the contact center. A sophisticated Call Center ACD offers Skills based Routing where calls are routed into separate queues based on the number dialed by the caller or the options selected through an IVR interaction after the call lands in the phone system.

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