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Streaming Your Contact Center Operations with
Advanced Automatic Call Distribution (ACD)
Want to streamline heavy call flow? Here comes, Automatic Call Distribution (ACD), an important component of contact center technology. It is an advanced system that efficiently manages and routes inbound and outbound calls to the most appropriate agent or department within the organization. Now you need not worry about handling the calls manually.
All You Need to Know About Automatic Call Distribution
Automatic Call Distribution (ACD) is an advanced telephony system used by call/contact centers, customer support centers, and other
businesses with a high volume of incoming and outgoing calls. It helps in the efficient management of calls by automatically distributing
them to available agents.
Some of the key ACD strategies used to distribute calls include:
Skills-Based Routing
Routes calls to agents possessing the necessary skills to address the query.
Agent with Least Talk Time
Routes calls to agents based on who has the least talk time.
Agent with Fewest Calls
Routes calls to the available agent who has taken the least number of active calls.
Ring All
Simultaneously route calls to all available agents, and the customer is assisted by the agent who first answers the call.
Round Robin
Distributes calls evenly among agents in a circular manner.
Top-Down
Routes calls to agents starting from the highest-ranked or most qualified agents down to lower-ranked ones.
Longest Ideal Agent
Routes calls to agents based on who have been idle the longest.
Skills-Based Routing
Routes calls to agents possessing the necessary skills to address the query.
Agent with Least Talk Time
Routes calls to agents based on who has the least talk time.
Agent with Fewest Calls
Routes calls to the available agent who has taken the least number of active calls.
Ring All
Simultaneously route calls to all available agents, and the customer is assisted by the agent who first answers the call.
Round Robin
Distributes calls evenly among agents in a circular manner.
Top-Down
Routes calls to agents starting from the highest-ranked or most qualified agents down to lower-ranked ones
Longest Ideal Agent
Routes calls to agents based on who have been idle the longest.
With HoduCC’s Automatic Call Distribution feature, users can be assured that all calls are directed to the most appropriate
agent/department, resulting in reduced wait times and enhanced customer service.
Boost agent efficiency & customer satisfaction: Try Advanced ACD today
How Automatic Call Distribution (ACD) Works?
The ACD system usually classifies incoming calls based on certain predefined criteria such as caller ID, IVR selections,
and the agent’s availability. The system then places the calls in a queue until an agent becomes available to take the call.
To optimize efficiency, ACD distributes calls evenly among available agents. Moreover, the system can route calls to
agents with specific skills or expertise, leading to improved customer service. In case of outbound calls, the ACD system
connects the calls to the available agents using predefined ACD techniques once the customer answers the call.
Benefits of Automatic Call Distribution (ACD)
Efficient Call Handling
The ACD system ensures that all calls are routed to the most appropriate agents, leading to efficient call management and reduced wait times.
Real-Time Reporting and Analytics
The ACD system offers comprehensive reporting on call volumes, call duration, call waiting, agent performance, and more, allowing organizations to identify areas for improvement and make informed decisions.
Optimized Workforce
ACD distributes calls based on agent availability, ensuring a balanced workload and enhanced productivity.
Superior Customer Experience
With reduced wait times, seamless connectivity, and quick access to important information, the ACD system helps in enhancing the customer experience.
Call Back Facility
During high call volume periods, the ACD system allows callers to choose a callback option rather than waiting in the queue.
Scalability
ACD systems can adapt to varying call volumes, making them ideal solutions for businesses of all sizes.
Why Choose Us?
At HoduSoft, we believe in empowering businesses with innovative communication solutions. Our Automatic Call Distribution (ACD) system
is a powerful tool for managing inbound and outbound calls. It is designed to assist organizations in improving customer satisfaction and
agent productivity. Here’s what sets us apart:
Seamless Integration
With seamless integration with CRM systems and other business tools, ACD enables agents to access customer information and deliver a more personalized customer experience
Advanced Features
HoduSoft’s ACD is equipped with advanced features like intelligent routing, call-back options, call recording, and call tracking. Businesses can configure the system and set the rules as per their specific requirements.
Call Reports and Analytics
Get a comprehensive call report to make informed decisions. These reports can also be used to keep track of an agent's performance based on factors like average handling time, query resolution, etc.
24/7 Support
Our team of experts is available 24/7 to provide guidance and ensure a smooth transition.
Let’s Work Together to Simplify Agent’s Workand Improve Their Efficiency
Boost your business efficiency with HoduCC Contact Center Software. Our Automatic Call Distribution
system enables organizations to gain total control over call flows, enabling them to enhance capabilities
and be more productive, ultimately achieving their business objectives.
For more information
Frequently AskedQuestions
Everything you need to know about our product and Software. Can’t find the answers you’re looking for?
ACD is a telephony technology that automatically routes incoming and outgoing calls to the most appropriate agent, based on predefined rules. This way it ensures efficient call handling and improved customer service.
ACD routes calls according to predefined rules, such as agent skills or availability. An IVR, on the other hand, interacts with callers by using voice or touch-tone input, providing information, and routing the call as needed.
Yes, ACD can be customized to prioritize calls based on factors like customer profiles, type of issue, and other predefined criteria.
With the ACD system, incoming calls can be routed to available agents quickly, resulting in reduced wait times for customers.
Yes, ACD can often be integrated with CRM systems and other business tools to enhance overall functionality.
Yes, ACD systems offer the flexibility to support remote or distributed agent teams, enabling a geographically diverse workforce.