anyContact innoACD Documentation
SNcom GmbH offers “anyContact innoACD” as a standalone call/contact center solution for intelligent call processing on the innovaphone App Platform.
In contrast to the standard built-in queue-based solutions, innoACD relies on intelligent skill-based routing: incoming calls are not simply distributed in the order they arrive or via call groups, but instead based on the specific skills of available agents.
This ensures an optimized service experience for the caller.
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The technical foundation is based on innovaphone waiting queues, which are still used for call tracking and playback of announcements. However, the actual routing decisions—i.e., determining which agent or destination should handle a call—are entirely managed by innoACD’s intelligent routing logic.