How the Right Automatic Call Distribution System Can Increase Sales

It’s no secret that phone calls are a great acquisition channel, with more than decent sales rates. However, it’s one thing to generate inbound phone calls and another thing to ensure that these callers are connected to the best-matching sales representative or business.

Phonexa’s automatic call distribution system, which you can build as a Call Logic user, allows you to set all inbound calls on an optimal conversion path while making it smooth and effortless for callers. If you’re using our ACD and IVR together, you can factor in dozens of parameters to distribute calls to where they are most likely to generate profits.

Sounds good? 

Then let’s dig deeper into automatic call distribution and explore how you can make every call a win-win for everyone involved: you, the caller, and potentially also the affiliate on the other end.

“With phone calls, you’re typically trying to generate a customer that is further down the sales cycle than potentially just a web lead that’s put their data on a website, and you may or may not contact them.” – David Pickard, CEO, Phonexa, during the Unlocking Affiliate Sales with Call Leads, Email & SMS Marketing chat

Take a free product tour to get first-hand experience of Phonexa’s comprehensive performance marketing ecosystem.

What Is Automatic Call Distribution?

Automatic call distribution is, in fact, the process of routing inbound phone calls to a specific sales department, agent, or business based on pre-determined criteria, like the caller’s location, time of day, or the information collected by the IVR system.

Even the simplest ACD system, such as connecting calls from state A to call agent A and calls from state B to call agent B, can have a significant impact on the capacity to process inbound phone calls and monetize them effectively.

Important: It’s crucial that your ACD can integrate with an IVR system and AI call agents besides following pre-scripted routing rules. Real-time insights collected by IVR or AI call agents may not only collect user preferences but also alter the underlying business logic.

Therefore, having all solutions integrated into a single call management ecosystem – such as Phonexa’s Call Logic – enables more precise routing and increased conversions and sales.

What Does an ACD System Do Besides Routing Phone Calls?

First things first: An ACD system not only routes calls, but it does so based on multiple parameters that significantly impact user experiences and call outcomes.

But call routing isn’t the only thing an ACD can do.

Here are some extra features with a cutting-edge ACD system, like that within Phonexa:

• Self-service options
• Call forwarding
• Callback automation
• Minimizing call queues
• Fallback routing

A state-of-the-art ACD system ensures the optimal conversion path for every inbound phone call, maximizing your revenues and surpassing user expectations. For example, you can set up your ACD to connect purchase-ready callers immediately to the best-performing available agent. For local campaigns, you might want to connect callers to agents from their locations. And so on.

And if you’re an affiliate network or phone call marketplace, you can use ACD within a ping-post system to connect phone calls to the winning advertisers while ensuring no call goes unsold as long as there’s at least one bid that exceeds the seller’s minimum price for the call.

Can You Benefit from an ACD System as an Affiliate?

Even though an ACD is primarily used by advertisers, affiliate networks, and phone call marketplaces, you can get a massive operational advantage from using it as an affiliate. In fact, using an ACD system allows you to determine which of the advertisers on the other end is going to receive which call, giving you full control over call distribution.

Custom Routing Logic	Create any call distribution rules to maximize conversions and profit
Support for Multiple Verticals	Generate leads for many advertisers in many markets without relying on the routing logic of one network
Resell Unsold Calls	Intelligently resell rejected calls to the highest-paying advertisers

And then you can configure call routing however you want, factoring in geo filters, price, priority, time of day, and any other data you can track during or before the call. Having an ACD system is especially valuable if you’re driving traffic to advertisers that prohibit certain locations or sources – then you can re-route these leads to an advertiser that is likely to accept them.

To take it a step further, you can also implement an IVR system that precedes call distribution and affects the routing outcome based on the caller’s input. As a client with Phonexa, you get both ACD and IVR included in our comprehensive performance marketing software suite.

Book a demo to learn more about how our ACD system works within Call Logic.

Five Call Distribution Flows within Phonexa

Depending on whether you’re an affiliate, advertiser, or an affiliate network – in other words, if you buy or sell phone calls – you might be able to or not be able to set up a distribution logic for the calls you generate or acquire. However, understanding the main call flows, including their pros and cons, can help you better comprehend the phone call market and potentially attract more callers of higher intent, or sell or buy them at a better price.

Here are the five call distribution flows within Phonexa:

The Synergy of ACD, IVR, and AI Call Agents

While Phonexa’s ACD system gives you full flexibility in designing call distribution flows, you can be much more precise and cost-effective if you also consider the insights from a caller using your IVR system or communicating with AI Call Agents, the most recent addition to our software stack.

IVR

The backbone of call qualification and distribution, Phonexa’s IVR system – now empowered with AI Call Agents – smoothly guides callers to the best-matching sales or customer support representative while handling simpler requests on the fly. 

No less importantly, as the conversation progresses, IVR accumulates valuable marketing insights about the caller, allowing the ACD to distribute them more accurately, and a sales representative handling the call can get a head start in the conversation.

Here are some advantages of Phonexa’s IVR system:

• Unlimited call capacity – no pipeline clogging
• Resolving simpler calls independently of live operators
• Customized brand voices to represent your company
• Full synergy with LMS Sync and six features within Phonexa

Additionally, you can create custom keypad options and IVR scripts, as well as identify gaps and inconsistencies in the caller journey and protect against fraud. Speaking of fraud protection, all Phonexa clients receive free access to iClear, which enables them to screen inbound phone calls across dozens of data points, including ID, IP address, email address, background, and industry-specific parameters such as criminal history or bankruptcy records.

Take a quiz to find out how well you are protected against fraud.

However, you don’t necessarily need an IVR system for ACD to operate. In fact, IVR is only necessary if you want to collect caller input before distributing it among advertisers and sales representatives. However, you can also skip the IVR entirely for faster connections and simpler campaigns and workflows.

For example, if you’re running a single campaign within a single vertical, such as buying solar leads, you may only want to use pre-scripted lead distribution. However, for more complex campaigns, it may be best to use IVR and AI call agents for improved caller qualification.

AI Call Agents

Phonexa’s AI Call Agents will allow you to distribute leads dynamically based on custom, response-based conversations with potential customers. Just like you’re talking to a ChatGPT via voice prompts, callers talk to AI Call Agents that guide the conversation and solve simpler requests independently.

AI call agents are by far the most advanced call processing technology available on the market, enabling communications to reach a human-like level. At the same time, you retain control over your AI agents by being able to train them for industry-specific conversations and set guardrails, ensuring they stay on topic and encourage customers to do the same.

A typical conversation might progress from general questions to specific questions that help pinpoint the caller’s true intent, preventing low-quality, irrelevant, and fraudulent calls from entering your sales funnel.

 

How To Use Call Campaign Insights to Expand into New Markets and Audiences

Whether you’re about to launch a new pay-per-call campaign or expand into new markets and audiences differently, our predictive modeling software can help you do it safely by relying on data rather than guesswork.

To eliminate the trial and error from your campaigns, our software combines historical data with analytical algorithms to forecast which outcomes are more likely to succeed. For example, if you’re about to launch a paid ad campaign, you can first simulate dozens and even hundreds of campaigns with many variables, such as where, when, and to whom you’re displaying specific ads.

 

Your All-in-One Software Suite for Phone Calls and Leads

Whether you generate, buy, or sell inbound phone calls or leads, Phonexa’s all-in-one performance marketing software suite helps you unlock otherwise unreachable insights into customers while keeping it all organized in one place.

“When phone calls convert 30% faster, spend 28% more, and the retention rate is 28% higher, you don’t need to generate as many as you would web leads. Many people are accustomed to generating hundreds of thousands of web leads, but phone calls are not considered equal. Calls are more valuable, and therefore, you don’t need to generate as many. So businesses are leaving money on the table if they’re just neglecting them altogether.” – David Pickard, CEO, Phonexa, during the Pioneering Pay-Per-Call Excellence webinar

With all essential metrics consolidated within a single dashboard, you always have a bird’s-eye view of your campaign, which can be broken down to a lead-level performance metric if needed. At the same time, most time-consuming routines are automated, so you don’t have to worry about call or lead distribution once you’ve set up your architecture.

 

Here are the two core products you get at a single price:

Here are the six extra features you get for free as a client with Phonexa:

Get started with Phonexa now to improve your call distribution flows so you can generate and convert more inbound phone calls.

Frequently Asked Questions

What is an ACD phone system?

An ACD phone system is a system that can route inbound phone calls to the best-matching department, agent, or company based on predefined rules. Likewise, depending on the system’s configuration and business needs, an ACD can route phone calls based on the caller’s input through the IVR. However, an IVR is not necessarily needed for an ACD system to operate.

What is the best automatic call distribution software?

Phonexa’s ACD system might be your best automatic call distribution software because it synergizes with an IVR system and AI Call Agents, which both make it possible to collect exhaustive insights into the caller and, as a result, distribute them accurately.

Which type of call must be immediately routed to the provider?

Live transfer calls and real-time calls where callers are actively engaging should be immediately transferred to the agent, as long as you want to maximize their conversion potential.

Callers who have to wait in a call queue often lose their conversion potential and may hang up if the waiting time is too long. Therefore, it makes sense to employ an IVR system and AI call agents alongside an ACD system to distribute all inbound calls optimally and minimize wait and hold times.