ACD (Automatic Call Distribution) & Skills-Based Routing

Five9’s easy-to-use Automatic Call Distribution (ACD) & Skills-Based Routing technology helps you to ensure that calls are delivered to the right agent at the right time.

Many call centers struggle to unify their operations based on a variety of premise-based IVR and ACD technologies. Five9 provides a comprehensive suite of call center software that allows you to enjoy the benefits and features of premise-based solutions while ensuring consistent operations across both your IVR and ACD.

With our easy-to-use visual call routing designer, call center administrators can ensure that each caller and call type is handled appropriately. With support for ACD Queues and Skills-Based Routing, call centers have the flexibility to prioritize inbound call traffic to maximize their business results. And, when queue times are long or a particular agent is unavailable, callers can leave voicemail for subsequent follow-up.

By utilizing Five9’s ACD & Skills-Based Routing technology you will fulfill your callers’ expectations as they enjoy a seamless and consistent experience from the moment they are in touch with your company. And, you will be confident knowing that your business objectives are always considered when routing inbound traffic to agents.

Inbound IVR Script

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