Automatic Call Distribution Software (ACD) | Call Routing Solution
What is ACD?
Automated Call Distribution software or ACD intelligently directs incoming calls to agents based on predefined conditions. Routing may depend on some business-appropriate parameters. For example, callers who have selected English as their preferred language will be redirected only to English speaking agents.
Call routing is the foundation of any call center software and is essential in streamlining customer communications.
Call routing type
Sequential routing
In sequential call routing, calls are routed to agents in a specific, predefined order. This could be based on factors such as experience, expertise, language proficiency, etc.
Same routing
In this type of call routing, calls are evenly distributed in a round-robin fashion among agents in a group. This ensures that no agent is burdened with too many calls.
Emergency routing
In emergency call routing, calls are routed to available agents, regardless of their expertise or proficiency. It is very useful in the healthcare industry.
Preferred/sticky agent routing
The caller is always connected to the agent of choice. This helps in faster troubleshooting as the agent is knowledgeable about the caller’s concerns.
Advantages of automatic call distribution system
Improve customer satisfaction
Since each call is directed to the right agent, it provides faster response times, thereby increasing customer satisfaction.
Increased productivity
Because all agents are given a call they know, productivity is increased
Faster response for priority calls
ACD ensures a faster response to calls requiring immediate action by connecting to an expert agent.
Connect agents globally
ACD helps connect globally dispersed teams by connecting callers with the agents closest to the caller’s location.
Asia’s most innovative companies use Exotel
Shirish Subramanian
Produk hebat, tim hebat, dan kami senang melihat Anda meningkatkan ketinggian gila.
Sudhanshu Raheja
Dalam hal tingkat pengiriman, kami telah mampu mendorongnya dari sekitar 84% menjadi 92%.
Shashank ND
Kami telah bekerja di seluruh pemain telepon cloud dan dengan vendor lain, tetapi faktanya Exotel dapat diandalkan.
Why Exotel?
There are several reasons why you should use Exotel’s Automated Call Distributor software:
Superior quality
Excellent sound quality, great success rate and reduced latency
Convenient scale
Grow at will, develop without worrying about infrastructure
Superior reliability
Best-in-class uptime of 99.94% including operator uptime
Easy to implement
Sign up and get started in less than 30 minutes, integrate easily with our REST API
Best in class support
24×7 customer support by phone, email and Twitter
Extensive reporting
Detailed and easy to understand reports sent daily
Find out how Exotel can work for you. Manage calls.
Our product experts will take you through how your business can benefit from Exotel. Request a callback.
Contact
or
+91-8088919888
+1-(718) 354-8866
+61-2-8073-0559
+62-215-098-4960
+60-3-2771-2799
+65-6951-5460