ACD
Automatic Call Distribution
Automatic Call Distribution ensures that incoming calls are distributed in the fastest and most appropriate way, based on predefined rules and workflows. Frontier’s smart algorithm routes calls to agents randomly, sequentially, or based on their skills. With these advanced ACD capabilities, you can ensure your customers reach the right agent.
Smart Call Distribution
With smart call distribution, you can create an efficient workflow by routing calls based on their queue order, agent skills, or to the agent who has been idle for the longest time. By routing calls to the agent best suited for the customer’s request, you guarantee that calls reach the right person. Our system balances the workload by routing a call to an agent who hasn’t received a call for a longer period, rather than to an agent who just finished a conversation.
Manageable Customer Service
Easily organize the flow of your call center operations with routing based on your customer representatives’ skills. Categorize calls by different skills such as “English,” “Support,” “Sales,” “Information,” or “Shipping Tracking.” With Frontier’s smart call distribution algorithms, you can efficiently manage these categories and easily handle calls from abroad.
More Efficient Customer Experience
When your customers are directed to the relevant category based on their needs, they have a clearer and more efficient communication with the agent. With Frontier’s ACD technology, your customers can more easily find a solution by being routed to menus appropriate for their requests. This makes your operation more efficient while providing your customers with a better call center experience.
Increased Operational Efficiency
With Frontier’s ACD technology, distribute the workload optimally by transferring calls to available agents. This increases call distribution speed and overall efficiency. With CTI, you can manage an unlimited number of calls simultaneously and ensure that calls are directed to the right groups, optimizing your operational data. By routing calls to agents who are experts in the relevant topic based on the incoming call’s request, you shorten the conversation time and increase operational efficiency.
Personalized Experience
Easily manage your VIP customers, emergency situations, or workflows in different locations. With categories for skills and requests, Frontier’s ACD technology allows you to provide a personalized call experience to your customers. You can create special scenarios for special customers, emergencies, callback requests, and sales opportunities to increase the speed at which your customers can reach you and raise satisfaction.
How Can We Help Your Business To Grow?
You can have the opportunity to try our products by filling out the demo request form below.