AC InfoSoft, a leading VoIP development company, launched multiple call routing strategies for its call center solutions. It is a set of features, in which multiple call routing rules will be made available. This set of features is made available for the existing and future customers of AC InfoSoft that use its call center software.
The company announced that the launched feature will be beneficial to call centers and businesses that focus on any of the below-mentioned campaigns:

• Inbound inquiries
• Customer care
• Post-sale customer assistance
• Technical customer support
• Government organizations
• Citizen grievance departments
• Emergency services
• And more

“Inbound calls can be of different nature. From a simple purchase query to account balance inquiry, technical issue, ticket booking or cancellation, product return, etc. The call center solutions are often used to handle this kind of incoming calls. Simple call routing available in a call center solution cannot be prominent in all cases. That is why we have launched multiple advanced call routing strategies along with a traditional call distribution rule available in other call center software, called ACD – Advanced Call Distribution”, shared one of the call center software developers of the company.

The company shared a brief on each call routing strategies launched for its call center dialers:
Sticky agent

According to the shared details, this strategy will connect a caller to the same agent every time. Call center solutions of AC InfoSoft has hard and flexible sticky agent functionality. In a hard stick agent, the caller will be connected only to the same agent. In the flexible one, if for any reason an agent is unavailable, the caller will be connected to another agent.

Skill-based routing
This feature will connect the caller to the most skilled agent who is capable to answer all queries and assures first call resolution for more than 98.99% of cases.

Least talk time routing
This call distribution strategy will first assign the call to the agent who is available and has the least talk time compared to other available agents.

Most idle agent routing
This feature will connect the caller with the agent who has been idle for a long time. It will not check skills, total talk time, or any other criteria.

Round robin routing
The call center solution using this feature will route the call of a caller to the agent who had shown availability at the first. In a sequential manner, the calls get distributed to agents that have show availability to take the next call.

The company announced that all of these call distribution strategies are available to use in its each call center software.

About AC InfoSoft

It is one of the leading VoIP development companies. The company has been catering to businesses with its VoIP development and open source VoIP solution deployment services. The company also offers custom development and customization services to businesses already using VoIP solutions. Furthermore, the company has developed perpetual and hosted call center solutions. Visit the official webpage of call center solutions of the company here https://www.acinfosoft.com/call-center-solutions/, to know more about the launched and other features.