ACD – Automatic Call Distribution: by using the Skill-based routing functionality you can directs calls, emails, web chats and voice mail messages (interactions) to an available agent with the highest skill level to handle that interaction. This ensures that your customers are interacting with someone who has the skill to help them thereby reducing the instances where customers need to be transferred, escalated or called back.

Priority-based queuing is a great way to guarantee that all your customers receive the level of care they deserve. For example, by adjusting the routing parameters, you can ensure that your VIP customers will not wait and are put ahead of (handled with a higher priority than) other customers.