AI-Enhanced Call Routing
At the heart of OptiML ACD is a sophisticated AI-driven call routing system. It's not just
about distributing calls; it's about delivering each call to the right agent at the right
time. The AI understands customer profiles and preferences, agent skills, and real-time call
traffic to ensure that calls are routed for the best chance of success.
Intelligent Skill-Based Routing
Every call is unique, and so are the skills of your agents. OptiML ACD takes this into
account by assigning calls to agents based on their specific expertise. This skill-based
routing guarantees that your customers are connected with agents who can provide accurate
and efficient assistance.
Real-Time Call Monitoring
Supervision and quality control are at the core of effective call distribution. With
real-time call monitoring, supervisors have a live view of ongoing calls, allowing them to
step in when necessary, provide support to agents, and ensure that every interaction aligns
with your service standards.
Customizable IVR
OptiML ACD includes a customizable Interactive Voice Response (IVR) system, making the first
point of contact with your customers more efficient. AI enhancements enable the IVR to
understand and respond to customer inquiries with a high degree of accuracy and a touch of
personalization.
Predictive Dialing
OptiML ACD uses predictive dialing algorithms to optimize outbound call campaigns. This
feature leverages AI to predict agent availability and customer answer rates, ensuring that
your agents spend more time speaking to customers and less time waiting for calls to
connect.
Call Recording and Analysis
Every call is recorded and analyzed for quality assurance and compliance. With AI-driven
sentiment analysis, you gain valuable insights into customer experiences, enabling you to
refine your customer service strategies.
Performance Analytics
AI-powered analytics provide real-time insights into call performance. You can track metrics
like call volume, agent availability, customer wait times, and call outcomes, all with the
goal of continuous improvement.
Multichannel Support
OptiML ACD isn't confined to just voice calls. It supports multichannel communication,
including email, chat, and social media. The AI extends its capabilities to these channels,
ensuring a consistent and effective customer experience.
Integration with CRM and Knowledge Base
To empower your agents with the most relevant information, OptiML ACD seamlessly integrates
with your CRM and Knowledge Base systems. AI-driven data retrieval ensures that agents can
access real-time, context-aware information to assist customers.
