ACD

The CXone ACD application allows you to configure inbound and outbound interaction channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Inbound channels include voice, chat, email, voicemail, SMS Short Message Service; also known as text messaging., and work items Customizable method of delivering contacts to an agent via Studio scripts..

Outbound channels include email, SMS, and voice. Outbound channels can be manual, such as an agent dialing a single contact. They can also be automated, such as a Personal Connection dialing campaign or proactive chat pop-ups on your website.

The ACD application also allows you to configure general settings that support your interaction channels, your agents, and the way you route between the two. These include things like skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., and quick replies.