In an interview, Aspect Software senior product manager Alan Burnstine talked about automatic call distributor (ACD) technology. The rise in IP contact centers and remote agents is really driving companies to look at ACD technology that can run on a session initiation protocol-based voice over IP (VoIP) platform, as well as traditional TDM architectures. Advanced routing technology also allows contact centers to balance call loads among sites and achieve true simultaneous multisite queuing. Leading contact centers are recognizing the value in skills-based muting to get customers to the right agent with the right knowledge to resolve the call. Skills-based routing is critical to transfer calls to the right resource, quickly and efficiently.
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