ACD and IVR are just two of the many useful features that can be configured via the MTS Exolve CPaaS platform . Using the service, you will receive callback request services, multi-channel communication via chat and SMS. You will get access to data to optimize the work of the contact center: queue size, lost calls, request resolution time and overall operator performance.
Difference between IVR and ACD
IVR is the first system on the path of a client calling a call center. The algorithm provides an automatic menu of options, offers the subscriber to select the reason for the call.
For example, a customer is asked to press 1 to go to the consumer oman consumer email list department, 2 to go to the corporate department, and so on. The system aggregates the data and passes it to the ACD, which distributes the calls to available agents. It is better to think of the IVR as an external interface interacting with customers at the start, and the ACD as an internal routing tool.
If you want every lead to enter the funnel and stay with you for a long time, use the right tools for contact center work with incoming customer requests ACD and IVR.
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