How the Hosted ACD features of inContact® enhance the customer experience

Hosted ACD Software (automatic contact distribution) is a key feature of inContact, UCN’s advanced contact-handling and management suite of services. With inContact you have no onsite hardware to deal with, no large upfront costs, and no installation or integration hassles. Sold as an on-demand service, usage is billed by the month, and can be adjusted up or down, week-to-week, as your business requirements change. Deploying the UCN skills-based ACD software is a low risk-high reward decision for any company seeking to improve customer satisfaction and at the same time lower their cost of operations.

InContact supplements your existing PBX with advanced contact handling and management tools. With our hosted acd software you now can support a single location, multiple locations or at-home workers. All workers, no matter where they are located, can be viewed as one common operation through the inTouch real-time and historical reporting and monitoring tool.

The Hosted ACD functions, when combined with inContact’s ability to assign skills to an individual or a group of individuals, can support skills-based routing for voice, email, fax or web chat, no matter where the worker is located. PLUS, you can quickly link your existing database into the inContact system, to support screen pops, thus reducing your overall talk time and enhancing the customer’s contact experience by reducing the number of times a person must be transferred before they reach a representative that can answer their questions.

Don’t wait any longer to improve the quality of each customer contact experience and the productivity of those who handle each contact.

To learn more about how VoiceConX can help your business take advantage of the services we offer, please contact us today.