Inbound Voice Interactions

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a cutting-edge feature integrated within NobelBiz OMNI+, designed to optimize inbound call routing and cater to the specific needs of your organization. With its sophisticated capabilities, ACD efficiently filters incoming calls based on various criteria, ensuring that they are directed to the most appropriate agents or departments.

By intelligently distributing calls, ACD enhances operational efficiency, reduces wait times, and ultimately improves customer satisfaction. Whether you require skill-based routing, priority routing, or other customized filters, ACD empowers your organization to deliver seamless, personalized customer experiences.

Get out-of-the-box access to a cutting-edge inbound call distribution tool with advanced built-in filters.

NobelBiz OMNI+ offers out-of-the-box access to a powerful and advanced inbound call distribution solution, complete with built-in filters. These filters ensure that calls are distributed efficiently, avoiding the frustration of misdirected or mishandled calls.

By leveraging the innovative features of NobelBiz OMNI+, organizations can streamline their call distribution processes, enhance customer satisfaction, and improve overall operational efficiency. With its clean and efficient approach to call distribution, NobelBiz OMNI+ empowers businesses across all industries to provide exceptional service and maximize their productivity.

Advanced Routing Filters

With our advanced routing filters, we go beyond the ordinary to ensure inbound calls are distributed most effectively within your organization. We aim to create the best possible client experience by customizing call distribution to meet your unique requirements. 

Whether it’s skill-based routing, priority routing, or any other configuration you can imagine, our advanced routing filters provide the flexibility and control needed to optimize call handling and deliver exceptional service. NobelBiz OMNI+ can distribute incoming calls based on various filters. Here are just three examples:

Client’s Phone Number
NobelBiz OMNI+ revolutionizes call distribution by allowing organizations to tailor their approach based on the client’s phone number. By leveraging this filter, incoming calls can be intelligently routed to the most appropriate department or representative, ensuring a seamless and personalized experience for every caller.
Agent Skill Sets

With NobelBiz OMNI+, call centers gain the power to optimize call distribution based on agent skill sets. This advanced filtering capability ensures that incoming calls are directed to agents with the specific expertise required to address customer needs effectively. By matching callers with skilled agents, organizations can enhance customer satisfaction, improve first-call resolution rates, and maximize agent productivity.

Agent Profiles

NobelBiz OMNI+ takes call distribution to the next level by considering agent profiles. By analyzing factors such as agent availability, language proficiency, or product knowledge, calls can be intelligently routed to the most suitable agents. This personalized approach improves customer experiences, increases agent efficiency, and enables organizations to make the most of their workforce by leveraging the unique strengths and abilities of each agent.

When we found NobelBiz OMNI+ we were very impressed with its flexibility, the fact that it is really easy to learn, and because we were able to deploy it probably faster than any software that I have ever seen.
Brad Dashnaw, CEO – Shift Marketing

Skill-Based Routing & IVR

NobelBiz OMNI+ uses various filters to link the ACD to an IVR system using agent skill routing capabilities. As a result, the client can navigate his smartphone menu and choose the option that fits best with his intent. As a result, both the client experience and the internal workflow are greatly improved.

NobelBiz OMNI+ revolutionizes call distribution with its innovative skill-based routing and IVR integration. By combining these advanced features, clients are empowered to navigate through a user-friendly smartphone menu and select options that align precisely with their unique needs and preferences. The intelligent system seamlessly directs calls to the most qualified agents, ensuring a personalized and efficient experience for each caller.

This optimized call routing process not only enhances the overall client experience but also leads to improved first-call resolution rates, reducing the need for call transfers and enhancing customer satisfaction. By effectively managing high call volumes and complex call flows, organizations can achieve faster problem resolution, higher agent productivity, and elevated customer satisfaction levels. NobelBiz OMNI+ provides a comprehensive solution that streamlines operations, maximizes efficiency, and ultimately delivers exceptional customer service.

Benefits of Using an Automatic Call Distribution System in a Contact Center

Implementing an ACD system in a contact center offers benefits such as efficient call routing, real-time visibility, scalability, comprehensive reporting and analytics, improved customer experiences, and enhanced agent productivity. These advantages contribute to operational excellence, customer satisfaction, and the achievement of business objectives.

Efficient Call Routing

An ACD system ensures calls are distributed efficiently, directing them to the most suitable agents based on factors such as skill sets, availability, or agent profiles. This reduces wait times, minimizes call abandonment rates, and enhances overall call handling efficiency.

Real-time Visibility

ACD systems provide supervisors and managers with real-time visibility into call queues, agent performance, and service levels. This allows them to monitor call traffic, identify bottlenecks, and make informed decisions to optimize resource allocation and improve service delivery.

Scalability

ACD enables contact centers to easily scale their operations to handle varying call volumes. With flexible routing capabilities, the system can dynamically adjust call distribution based on predefined rules, ensuring optimal utilization of agent resources.

Comprehensive Reporting and Analytics

ACD systems offer robust reporting and analytics, providing valuable insights into call metrics, customer interactions, and agent performance. This data-driven approach allows contact centers to identify trends, assess service quality, and make informed decisions to improve operational effectiveness.

Improved Customer Experiences

By efficiently routing calls, minimizing wait times, and ensuring customers are connected with the most suitable agents, ACD systems enhance overall customer experiences. Prompt and effective resolution of queries or issues leads to increased customer satisfaction and loyalty.

Improved Customer Experiences

With intelligent call routing and real-time visibility, ACD systems optimize agent productivity. Agents receive calls aligned with their skill sets, reducing call transfers and enabling them to handle queries efficiently. This results in improved agent satisfaction and higher productivity levels.

Related resources

Everything about ACD - geometric pattern
Blog Post
What Is ACD – Automatic Call Distribution System? Everything you need to know

Other NobelBiz OMNI+ Inbound Voice Features & Capabilities

Self-Service Customer Experience
NobelBiz OMNI+ offers you the possibility to exceed the expectations of your client base by offering some of the most advanced self-service solutions on the market.
Voice Mail Queue Distribution
Voicemail handling is now treated as any other inbound interaction. The agent interface makes it easy to reply using any interaction channel such as SMS, email, voice, etc.
Automatic Speech Recognition (ASR)
The built-in ASR is one of those features designed to future-proof your contact center operations. Paired with the TTS features and integrated with our IVR, it offers endless possibilities for customization.

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