Automatic Call Distributor (ACD)
Improve your call flow and get only qualified lead calls with automatic call distribution. Phonexa’s Call Logic - Automatic Call Distributor System is packed with advanced multi-level IVR technology that can easily route phone calls, make automatic callbacks, and handle call traffic.
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What Is Automatic Call Distribution
Automatic Call Distributor is a call management feature of our Call Logic platform that redirects incoming calls to the appropriate recipients based on your callers’ demographics and IVR survey results.
Call Intelligence Platform Features
What Does an Automatic Call Distribution System Do?
- Works hand-in-hand with our leading IVR
- Data-driven, skill-based routing
- Automatically routes calls based on caller demographics
- Queues calls based on agent availability
- Distributes calls based on filtration settings
- Callback options
- Call forwarding
Are you ready to transform the way you approach your business calls and convert them into more leads?
Schedule a consultationFeatures of Our Automated Call Distribution System
Personalizes the Call Experience
Our advanced IVR stops fraudulent calls and disconnects misdials, so only qualified calls will reach your agent. Having this powerful protective layer will save your company time and resources from servicing unqualified callers.
Accelerates the Call Process
The IVR offers self-servicing options, such as payments, account inquiries and selective information lookup to help you get the answers you need without having to wait for a representative.
Improves Call Flow
Since our advanced IVR speeds up the process by allowing customers to choose their own help options, more agents will be free to handle more complex inquiries. This, in turn, benefits both your business and your clients.
Easily Customizable
With the reports you'll receive from our self-service platform, you'll be able to make the necessary adjustments to boost your customer experience. You also have the option to conduct polls and surveys through the IVR to improve your marketing efforts.
See More Features of Our Automatic Call Distribution Software
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Read moreAutomatic Call Distributor FAQs
What is an automatic call distributor?
An automatic call distributor, or ACD, is a telephony system that automatically receives incoming calls and distributes them to available agents in call centers. Its primary purpose is to help inbound contact centers manage and sort high call volumes to streamline processes. Using an ACD also helps companies improve customer experience by ensuring that they are connecting them to an agent that is best suited and capable of helping the client with the nature of their questions. However, before a customer can even land on an ACD queue, they must undergo a comprehensive IVR.
What’s the difference between an ACD and an IVR?
An Interactive Voice Response, or IVR, is a Call Logic feature that allows users to interact with an automated answering machine that asks them guided questions about their call before connecting them to a call agent. An IVR is commonly used to determine the user’s interest or reason for calling and the type of assistance they require. In an IVR, users can identify their pain points by asking the user to verbally answer or press keys on their phone that correspond to the general topic they’re calling about.
In this case, an ACD generates the caller’s response and directly forwards it to the agent on the other end of the telephony system. In a nutshell, the IVR collects customer data, and an ACD uses the data to sort and distribute incoming calls. When used together, the two improve the customer and agent correspondence while streamlining the entire process.
How does an ACD work?
With an ACD, the call distribution process can be summed up in easy three steps:
- Identifying caller information with an IVR: The mission in this first step is to understand what the caller’s purpose is. This is done through an IVR system that collects information about the caller and their query. The collected information will then be used to allow the ACD to distribute the call to an agent that’s best suited to handle this call.
- Call queuing: This is where the callers are filed into a waiting queue to be transferred to an agent. The system distributes the calls based on a few factors like the call status, wait time, and the purpose of the call.
- Call routing: This is the last step in the process and where callers are connected to the call agents that are best suited to assist their query. ACD routing is done through varying methods that system users set in the back end.
What are some common call distribution methods?
There are many different types of ACD distribution methods, and users choose each based on their company needs and the preferences of their industries. The following are some of the most common types of call distribution:
- Distribution based on skills/weighted call distribution: In this case, the ACD prioritizes an agent based on agent scoring, as well as shared skills and previous experience.
- Fixed order distribution: Call agents are arranged in a fixed order, and the calls are distributed to the first available person in that order.
- Simultaneous distribution: In this format, the call is distributed to all agents simultaneously, and the first person who picks up the phone will be the one to handle the call. This is preferred for many call centers, as it minimizes the caller’s wait time on the line.
- Time-based distribution: This distribution method alerts available agents and sends the call directly to the voicemail if no agents are available to answer.
