Automatic Call Distribution (ACD) Software | Call Routing Solution
What is ACD?
An Automatic Call Distribution software or ACD intelligently routes incoming calls to agents based on predetermined conditions. The routing may depend on several parameters that are convenient for the business. For example, a caller who has selected English as their preferred language would be routed to only English speaking agents.
Call routing is the foundation of any call center software and is essential in streamlining customer communication.
Types of call routing
Sequential routing
In sequential call routing, the calls are routed to agents in a particular sequence that is already set. This could be based on factors like experience, skill set, language proficiency, etc.
Equal routing
In this type of call routing, calls are distributed equally in a round-robin fashion among the agents in a group. It ensures that no agent is burdened with too many calls.
Emergency routing
In the emergency call routing, the call is routed to an available agent, irrespective of their skill or proficiency. This is especially useful in the healthcare industry.
Preferred/ sticky agent routing
The caller is always connected to the preferred agent. This helps in quicker problem resolution as the agent has knowledge of the caller’s concern.
Advantages of an automatic call distribution system
Improved customer satisfaction
Since every call is routed to the right agent, it provides for faster response time, thereby improving customer satisfaction.
Increased productivity
Since all agents are assigned the calls that they have knowledge about, productivity is enhanced
Faster response to priority calls
ACD ensures a faster response to the calls that need immediate action by connecting to expert agents.
Connect agents globally
ACD helps in connecting a globally scattered team by connecting callers with the agent closest to the caller’s location.
Asia’s most innovative companies use Exotel
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Rajkishan
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
Why Exotel
There are multiple reasons why you should use Exotel’s Automatic Call Distributor software:
Superior quality
Excellent voice quality, great success rates, and reduced latency
Scale at ease
Grow at will, expand without worrying about infrastructure
Superior reliability
Best in class uptimes of 99.94% including operator uptimes
Easy to implement
Sign up and get started in less than 30 minutes, integrate easily using our REST APIs
Best-in-class support
24×7 customer support via phone, email and Twitter
Extensive reporting
Detailed, easy to understand reports sent every day
In this webinar, you will learn about:
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The Exotel Advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
Highly Secure
ISO 27001:2013 certified information security management system
Patented Solutions
Gain competitive advantage from patented products
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
Find out how Exotel can work for your business.
We are the leading cloud telephony & communications operator in the Asia Pacific region. Set up a call with our product experts.
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