ACD functions:

ACD Stands for automatic call distribution and means that the routing of incoming or outgoing calls can be configured completely. More specifically for a contact center is here to “intra-departmental switching: callers who are in a row and are waiting, be automatically connected to the next agent release. While callers are waiting, can music or specific messages eg new products or promotions heard.

In addition, it also routes incoming calls according to some routing criteria:

1.The capabilities of each agent.
2.According to data and time
3.According to certain limits

More about the routing criteria can be found in the following point about the increasing productivity of the agents.

Multi-media:

All communication tools for managing agents are integrated into single multi-media. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle.