SNcom GmbH offers “anyContact innoACD” as a standalone call/contact center solution for intelligent call processing on the innovaphone App Platform. In contrast to the standard built-in queue-based solutions, innoACD relies on intelligent skill-based routing: incoming calls are not simply distributed in the order they arrive or via call groups, but instead based on the specific skills of available agents. This ensures an optimized service experience for the caller.
anyContact innoACD
- Automatic / Intelligent Call Distribution (ACD / ICD)
- Skill-Based Routing
- Last Agent Routing
- Agent Client
- Dashboard
- Live Queue Monitor
- Live Waiting Monitor
- Live Agent Monitor
- Skill Levels
- Fair Agent Utilization
- Inter-Agent Transfer
- After-Call Work / Wrap-up
- Short Calls
- Queue Factors
- Mandatory and optional Skills
- Mandatory Skill Timers
- Queue Overflows
- Servicelevels per Queue
- RONA (Redirect on no answer)
- General Contact Center Features