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ACD (Multi-Site)

multi site routingNobelBiz enables you to create a single pool of agents spanning multiple contact centers, at-home agents and even the agents supporting you at your BPOs. Our inbound smart ACD (automatic call distributor) is different than other solutions on the market. It works at the carrier level (using our own telecom network) to intelligently facilitate contact management routing to get the caller to the right agent.

Intelligent, Multidimensional Call Routing at the Carrier Level

Our smart ACD assigns skills to individual calls at the carrier level regardless of where it needs to go.

Using our ACD drag and drop scripting tools, you can set up any number of intelligent contact routing and queuing instructions including:

  • Rules-Based Routing—Route calls by percent allocation, destination priority, caller or called number, caller phone type (e.g. home phone, pay phone)
  • Time-Based Routing—Route calls by time of day, day of week, day of year
  • Area-Based Routing—Route calls by NPA (Area Code), NPA-NXX (Area and Exchange Codes), Zip Code
  • Skills-Based Routing—Route calls by call types and agent skills
  • Menu/Database-Driven Routing—Route calls by IVR menu selection, caller–entered data

 

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Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.