Automatic Call Distributor (ACD) | Automatic Call Routing - Phonexa (original) (raw)

Explore Phonexa's ACD System

Working hand-in-hand with multi-level IVR, our automatic call distribution system effectively routes inbound calls, automates callbacks, and improves call flows.

Tailored Call Experiences

Data-driven call routing with our sophisticated ACD-IVR system guarantees the best experience for every customer. Based on the caller’s historical and real-time data, Phonexa’s ACD automatically tailors the interaction options for every specific caller.

Sped-Up Call Process

Phonexa’s Automatic Call Distributor (ACD) simplifies consumer interactions through self-service options like payment processing, account inquiries, and automated information retrieval. Callers can access the information they need instantaneously instead of waiting for an agent, with minimal queues.

Refined Call Flows

The ACD improves call distribution by factoring in the caller’s input, agent availability, and business priorities, as well as automatically eliminating false calls and filtering out misdials. As a result, you can handle more calls without compromising quality.

Customized Call Routing

Comprehensive real-time and post-call analytics and reporting allow you to continuously improve call distribution. At the same time, call surveys and feedback unlock even more insightful information that you can use to process inbound calls.

Call Intelligence Platform Features

Customize Call Experiences with Intelligent Automatic Call Distribution

Enhance Call Routing Efficiency with Smart Call Distribution

Tailored Experiences

Phonexa’s ACD automatically routes calls based on caller demographics, creating a customized experience based on the caller’s location, language preference, and purchase history. Your business effectively serves multilingual consumers, including region-specific support and geo-based interactions.

Call Routing

The ACD system guarantees every call goes to the most qualified agent, whether they need technical help, sales assistance, or billing information. For your business, this means higher first-call resolution rates, more satisfied callers, and more profits from inbound phone calls.

Call Queuing

Through real-time agent availability control, Phonexa’s ACD minimizes call queues and ensures the right caller goes to the right sales or customer support rep. If all agents are busy, calls are queued with expected wait times and self-service options.

Callback Feature

The callback feature is a convenient alternative to putting the caller on hold when the wait time is too long or the caller doesn’t want to wait. Busy callers can save their time and connect to your business when your best agent is ready.

Call Forwarding

ACD-driven intelligent call forwarding redirects callers to backup agents or departments if needed. All your calls are answered, even during busy times, guaranteeing flawless customer service across departments.

Integrations

Make Sure Your Call Distribution Connects to the Bigger Picture

Salesforce

Mailchimp

Google Analytics

Stripe

HubSpot

SendGrid

PayPal

Zoho

Mailgun

Facebook

Square

Pipedrive

Twilio

Call Criteria

Corpay

More About Phonexa's Integrations

What Is Automatic Call Distribution?

An Automatic Call Distributor (ACD) is a smart telephony system that directs inbound calls to the appropriate departments or agents depending on pre-defined parameters like the caller’s phone number, location, demographics, and more. An ACD system reduces wait times, guarantees that every call is handled by the most competent operator, and improves response efficiency.

How Does an Automatic Call Distributor Work?

– Our ACD pulls the caller’s intent from our IVR

– Calls are sent to agents depending on experience, language, or past encounters—skill-based call routing

– High-value or urgent calls are given a priority

– Calls are routed geographically to regional offices or agents

– If all agents are occupied, callers are put in a queue with projected wait durations and are offered a callback as an alternative

– The synergy of automatic call routing and real-time performance tracking empowers businesses to get the most out of their inbound calls.

Why Choose Phonexa’s ACD?

– Intelligent call routing for businesses of all sizes

– Accurate call distribution across agents and departments, ensuring the best rep handles the call

– Minimal call queues and call forwarding, with callers getting to the right agents on the first try

Phonexa’s sophisticated automatic call routing technology changes the way your company manages incoming calls once and for all.

Frequently Asked Questions

What is an Automatic Call Distributor (ACD)?

An Automatic Call Distributor (ACD) is software that receives and routes incoming calls to the most appropriate available agent in a call center. An ACD system’s main purpose is to effectively control high call volumes thereby guaranteeing fast response times and best agent use.

How does an ACD work?

The IVR system gathers the caller’s data and shares it with an ACD that chooses the optimal path for the call. If no agents are available, the system puts callers in a queue depending on their priority level, call status, and projected wait times.

How different is an ACD from an IVR?

Though serving different purposes, an Interactive Voice Response (IVR) and an Automatic Call Distributor (ACD) allow businesses to effectively manage inbound calls. IVR uses voice prompts or keypad inputs, as well as real-time conversation analysis, to qualify and forward callers to matching agents, while ACD uses pre-defined criteria for call routing. When working together, IVR gathers consumer information while the ACD enables intelligent call routing using these insights.

What are the popular ACD call distribution strategies?

Among the most often utilized call routing strategies are skill-based distribution (based on the agent’s knowledge, experience, and performance scores), availability-based distribution (the first available agent takes the call), time-based distribution (agents are assigned calls according to availability within designated time windows), and cherry-picking (agents are free to choose the calls they want to process).