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Automatic Call Distribution

Efficient automatic distributors are vital to the overall effectiveness of a call center. Below is a list of companies who can implement an integrated software solution with ACD for your contact center.

ACD systems route inbound and outbound calls on predetermined criteria, the software streamlines the communication process. A traditional call distributor automatically processes incoming calls on a first-come, first-serve basis. An ACD system typically answers calls immediately and, if necessary, holds it in a queue until automatically routing it to the next available agent. ACD systems can manage multiple contact center queues, keep a log of group activities, analyze queues, agents, hold time and much more. Calls can be routed to a representative conditional on defined business rules creating different processing paths for different callers. More sophisticated products can provide routing to telesales agents, web agents or email.

To compare applications, click on any following vendor.
 
Altitude Software

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 
Aspect Software, Inc.

Aspect Software, Inc. is one of the world’s largest companies solely focused on IP and traditional voice-based products and services for customer service, collections, sales and telemarketing business processes. Each day, Aspect powers more than 125 million customer-company interactions at thousands of contact centers around the globe. Our Signature product line offers ACDs, dialers, voice portals and computer telephony integration (CTI). The Contact Center Performance Optimization product line provides workforce, quality, performance and campaign applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.
Avaya
Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.
Cisco Systems, Inc.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer support capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based speech self-service and assisted-support software solutions for large and mid-sized customer contact centers – all designed to improve support, reduce costs, and increase productivity.
LiveOps
LiveOps provides the leading on-demand call center platform that frees businesses from the complexity and constraints of traditional call center models. Used by Fortune 500 and major brand marketing companies, the LiveOps on-demand call center platform delivers enterprise-grade availability and reliability with the security infrastructure required in today’s mission-critical business environments. The company also runs the world’s largest virtual call center, which includes a network of more than 20,000 independent home agents who provide unmatched customer service. The best practices of operating a state- of- the- art virtual call center, coupled with the LiveOps on-demand call center platform, enable LiveOps to deliver breakthrough call center results to its customers.
Pipkins, Inc.

Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Prosodie Interactive

Prosodie Interactive is an industry leading Interactive Voice Response service provider with more than 20 years experience working with multi-national organizations in North America. Prosodie helps increase the CRM efficiency and customer experience for Contact Centers by automating applications such as: Inbound Call Routing / Steering, Branch / Dealer / Store Locator, Skills Based Routing, Service Activation, Outbound Marketing Dialer with Hot Transfer, Information Retrieval, Technical Support, Employee Care HR, Order Shipment Status and Much more.
Siemens Communications, Inc.
Siemens HiPath™ ProCenter® contact center products and services can help your company increase first contact resolution and improve ROI while increasing customer revenue and retention. You can have immediate impact on your contact center efficiency with Siemens Integrated Presence Management and Collaboration tools, industry-leading IVR, ACD, call monitoring and reporting tools with the ability to make real-time adjustments to routing, queuing and skill-setting parameters.
Verint® Witness Actionable Solutions™

Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization.  Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.  From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning.  Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

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