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Aspect Inbound ACD


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Inbound ACD

 

The inbound functionality of Aspect® Unified IP® supports critical, high-volume inbound routing customer contact strategies in both traditional circuit-switched infrastructures and software-only IP environments, helping contact centers streamline their customer-facing business processes.

 

Product Capabilities

​Having taken the best from legacy products like Aspect® CallCenter® ACD and Aspect® Spectrum® ACD, Aspect Unified IP inbound capabilities help increase customer satisfaction. The inbound routing capabilities of Aspect Unified IP allow organizations to deliver customers to the appropriate resource the first time, segment customers and enable appropriate service prioritization, deploy agents cost-effectively no matter where they are located, as well as manage both session initiation protocol (SIP)-based, voice over IP (VoIP) agents and PSTN-based agents from a single, all-in-one contact center platform.
Aspect’s inbound automatic call distributor (ACD) routing functionality allows you to:
  • Increase flexibility and dynamic control over inbound capabilities.
  • Leverage unified communications (UC) to enable agents to search for and engage experts with Ask an Expert.
  • Virtualize and scale enterprise routing rules and contact distribution.
  • Utilize advanced routing, dynamic skills and flexible announcements.
  • Take advantage of the Unified Agent Desktop with a user-centered user interface (UI) and  workflow scripting.