ACD

AUTOMATIC CALL DISTRIBUTOR

It is the unified solution for managing multichannel contacts: email, sms, call-back, chat, social networks; By routing these entries intelligently and deriving them to the best qualified and available agents to assist them

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acd call center

AUTOMATIC CALL DISTRIBUTOR

The ACD rutes voice, multimedia (email, sms, webchat) and social media interactions based on the implementation of unified ruting strategies. All Mitrol modules are integrated, offering a platform that allows the management, automatization and efficient control of every contact center interaction.

OMNICHANNEL ACD

Distributes all the interactions automatically, both voice and digital channels, through a unique queue

UNIQUE QUEUE

handling of routing priorities based on calls, groups or segments established priorities

INTELLIGENT ROUTING

Easily set the calls distribution to the best qualified agent according to skills or defined rules of the business

CALL BACK

Offer your customers the option to have agents call back when they are next in line in the queue. In this way, the service is improved by not keeping the customer on hold

It perfectly integrates AGENT, SUPERVISOR, QA Analyst and ADMINISTRATOR interfaces, to have a holistic vision of interactions, tasks and management status

AGENT

it does not matter which channel does your customer choose, agents can assist every kind of campaings

SUPERVISOR

its the ideal tool to manage large volumes of interactions, simultaneous campaigns and multiple agents groups

QUALITY

Facilitates agents performance analisis, identifying improvements in quality of service

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