Automatic Call Distribution (ACD) Software | Call Routing Solution

Automatic Call Distribution (ACD) System

Route your customer calls to the best-suited agent with our automatic call distribution software

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.

Try Exotel’s ACD solution free for 7 Days!

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Asia’s most innovative companies use Exotel

Chirag Patel

Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.

Engineering Manager, 1mg

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Exotel made agent performance monitoring and reporting seamless

The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, reporting, easy to set up, and to top it, the support from the account manager.

Manan Manocha, Head of Customer Service, Slice

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs

Exotel anticipates customer needs and delivers exceptional service

An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.

Ankur Aggarwal, Co-founder, Dunzo