- Skills-based routing to better direct incoming callers.
Automatic Call Distribution (ACD)
ACD is a skills-based routing solution that supports quicker responses by directing calls to qualified agents or self-service solutions.
Key benefits
- Enhanced analytics show process steps and identify potential problem areas.
- Multiple channels can be supported per agent or redirected to the most qualified agents.
- Simple integration with multiple CRM solutions.
- Skills-based routing to better direct incoming callers.
- Enhanced analytics show process steps and identify potential problem areas.
- Multiple channels can be supported per agent or redirected to the most qualified agents.
- Simple integration with multiple CRM solutions.
Learn more about 8x8 ACD
Achieve higher first contact resolution
Deliver better customer experiences, shorter wait times and increased first call resolution with more effective caller-to-agent match.
Achieve higher first contact resolution
Deliver better customer experiences, shorter wait times and increased first call resolution with more effective caller-to-agent match.
Reduce customer friction
Quickly route customers to an agent who has the right skills to answer their questions.
Reduce customer friction
Quickly route customers to an agent who has the right skills to answer their questions.
Gain access to full customer history
Ensure exemplary alignment of customer ask and agent response, understand history and fix old pain points.
Gain access to full customer history
Ensure exemplary alignment of customer ask and agent response, understand history and fix old pain points.
Reduce extensive IT support
Call flows easily modified for holidays or special business offers by system admin.
Reduce extensive IT support
Call flows easily modified for holidays or special business offers by system admin.
8x8 ACD is part of a full suite of capabilities
Contact Center
The 8x8 cloud-based Call Center connects to your customers on their channel of choice. Design better customer experiences with our call center software.
Other related features
CX Analytics
Quality Management
Speech Analytics
Digital Channels
Groundbreaking tool to provide visibility into customer interactions.
Deliver exceptional customer service.
Valuable insights for your call center.
Enhance customer experience with digital channels.
CX Analytics
Quality Management
Groundbreaking tool to provide visibility into customer interactions.
Deliver exceptional customer service.
Speech Analytics
Digital Channels
Valuable insights for your call center.
Enhance customer experience with digital channels.