Debesis / Knowledge base / ACD (Automatic Call Distribution)
Automatic distribution of inbound calls.
ACD distributes inbound calls to agents automatically — by rules such as round robin, longest idle or skills (skill-based routing).
ACD works with IVR and queues: the IVR asks for the reason, the ACD picks the right available agent. Callers end up in the wrong department less often.
Debesis combines ACD with IVR, skill-based routing, call-back and ticketing. Call center software
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