Advanced Call Routing
Route calls to the agents as per their expertise to reduce customer wait time.
Intelligent Call Routing with Automatic Call Distribution System
Optimize Inbound Customer Calls & Distribute Them Efficiently
What is an Automatic Call Distribution System?
The Automatic Call Distribution system, also known as ACD, is a cloud telephony tool for receiving and routing calls. The system is capable of handling large call volumes efficiently and routes them to the agents, team, or IVR.
For seamless call management, ACD directs the inbound calls to agents depending on their availability, business hours, call history, geography, etc., ensuring that callers get a distinctive experience.
Read More
Benefits of Automatic Call Distribution System
Improve Caller Experience by Streamlining Communication
Easy to Set up and Activate
With a smart plug-n-play solution integrate your existing CRM software for easy access.
Minimal Investment with No Capex
A cost-effective solution that provides comprehensive automatic call distribution capabilities without infrastructure requirements.
Increased Productivity
Advanced call routing features enable agents and IVR to quickly answer more calls for fast problem resolution, and give timely responses to priority calls, hence increasing team productivity.
Optimize Operational Efficiency
Route the customer calls to the specific agents based on their expertise, and availability, or to an IVR for quick first connect, and never miss a lead.
Enhance Caller Experience
Deliver personalized caller experience with customer preferences, IVR selections, past interactions, and skill-based agent routing.
Features of Automatic Call Distribution System
Call Recording
All the customer inbound calls are recorded in real-time which can be used later for quality and training purposes.
Concurrent Calls
Respond to an unlimited number of concurrent inbound calls maximizing the agent’s efficiency.
Detailed Insights
Track, record, manage & analyze each call detail received throughout the day in monthly or weekly reports.
Sticky Agent Concept
Redirect repeat callers to the same agents, based on their call history, to offer a more personalized customer experience.
Automatic Call Distribution Use Cases
TESTIMONIALS
Archit Srivastava
Vikas Ranjan
Ria Pandit
Trusted by over 6000+ organizations across 65 countries
Today we are trusted by over 6000+ businesses across 65+ countries and is the leading cloud communication provider in emerging markets serving across multiple industrial verticals. We have a globally recognized name with over 300+ employees offering our clients unprecedented reliability and intelligence by enabling business communication through voice, video, AI and messaging through our smart platform.
Frequently Asked Questions
What is the function of ACD?
Automatic call distribution is the system that helps in routing and managing the inbound calls for a business. It ensures uniform call distribution across the agents and hence balances load distribution.
What is the difference between ACD and IVR?
IVR is a technology where a pre-recorded voice message is allowed to interact with customers and works as per the input from the caller. On the other hand, ACD routes inbound calls to the available agents for quick problem resolution.
How many call routing algorithms are there?
There are various types of call routing algorithms. Some of them are: location-based routing, skill-based routing, preferred agent routing, behavioral routing, etc.
What type of routing should a business use?
Various parameters help in finding the perfect call routing algorithm for your business. These parameters are: IVR selection, agent’s availability, location time, business hours, etc.
What are the advantages of automatic call distribution?
Some of the advantages include: increased efficiency of the team, reduced call costs, easy call routing, better first contact resolution rate, improved customer experience, etc.
Which is the best automatic call distribution software?
Knowlarity’s ACD is one of the best automatic call distribution systems in India with all the needed features made available at a reasonable rate.
Sales
Customer Care