WS iNet Modules: Intelligent Call Distributor (ICD)
The WS iNet Intelligent Call Distributor deploys a powerful and flexible automatic call routing engine to
connect your customers to the right resources every time. WS iNet’s partnership with industry-leading
companies allows us to provide the most advanced, award-winning ACD technology available.
Skills and attributes-based routing identifies
and routes high-value customers to skilled agents,
ensuring an optimal experience for every customer.
Multi-media queuing enables customer
interactions of any type including voice, chat, email,
and co-browse in an integrated or stand-alone
queue. Multi-media processing allows
your customers to interact with your contact center
using their preferred method.
Inbound and outbound blended calling balances the load and maximizes the productivity of your
agent groups.
SIP infrastructure enables end-to-end SIP connectivity or blended environments that route calls
through both traditional voice networks and IP telephony.
Legacy systems integration capabilities make it easy and cost-effective to build a universal customer
contact center, integrating existing infrastructure with state-of-the-art technology.
Comprehensive reporting gives you complete visibility of everything associated with your customer
contacts. It also provides you with detailed operational analytics to ensure optimum efficiency
within your workforce.