Reinventing the ACD for the Modern Contact Center
The Shift in Contact Center Operations
Over recent years the role of the Automatic Call Distributor (ACD) within the enterprise contact center has undergone a significant evolution. Gone are the days when ACDs solely managed the distribution of calls in queues to agents. The contemporary contact center demands support not only for current digital channels but future ones, too.
But the typical ACD deployed in enterprises today cannot support this. The result is often a patched-together solution from either renowned ACD brands or ‘true’ cloud contact center offerings.
The Traditional ACD Journey
Originally, call centers were just that, voice only, and the introduction of the ACD was revolutionary in terms of efficiently distributing inbound and outbound calls within compliance frameworks.
Subsequent advancements led to call blending, enabling simultaneous handling of inbound and outbound calls for the same pool of agents to help out when service levels are challenged.
But the need for channels like email, SMS, web chat, video, and social media introduced new complexities. Traditional ACDs struggled to cope, often resorting to siloed solutions resulting in reduced efficiency, complex management, and a below par customer experience.
The Challenges for Both Legacy and Cloud Solutions
Legacy ACD solutions tend to become more complex over time as new components are integrated. For cloud solutions, this can mean additional layers being built on top of the provider’s core offer – an assembly challenge.
Yes, point solutions for different channels is an option, but it lacks holistic and future-proof capabilities. Cloud provider stacks may offer some answers, but effective management of the contact center estate still relies heavily on the ACD’s capabilities. The solution lies in a stateful ACD engine that can manage resources across all media landscapes efficiently.
About the Sytel ASD® Solution for Modern Contact Centers
To address the challenges posed by modern contact center operations, the Sytel ASD® (Automatic Session Distributor) represents a paradigm shift. It seamlessly handles multiple media channels and sessions for each agent, ensuring true omnichannel blending.
With the Sytel ASD®, enterprises can move beyond the limitations of siloed systems and embrace a future-proof solution that optimizes agent efficiency, streamlines management, and enhances the customer experience across all communication channels.
If you are looking for a CCaaS platform, built from the ground up to cope with the complexities of today’s multi-channel contact center, please get in touch for a free demo.
