Automatic Call Distribution (ACD)
Say goodbye to chaos: Prioritize and distribute calls automatically
Say hello to Automatic Call Distribution (ACD), the game-changer that’s changing the way businesses connect with their clients. With ClearTouch ACD, every call is a seamless, efficient, and personalized experience. Buckle up as we integrate ACD with workforce management, where calls find their perfect match and customer satisfaction soars to new heights.Request a Demo
Personalized call routing for peak performance: Experience ACD
Seamless customer experiences with next-level call routing and precision.
Call routing based on skills, time of day, location, idle time, and simultaneous calling that is fully automated.
Integrations with CTI and CRM allow agents to view caller information and their interactions across channels.
Prevent your teams from wasting time and increase customer satisfaction by routing calls in an efficient manner.
Why ClearTouch’s Automatic Call Distribution?
Our ACD employs intelligent algorithms to analyze incoming calls and route them to the most suitable agent based on skillset, location, language, availability, and previous interactions. This ensures that customers are quickly connected to the right agent, resulting in faster issue resolution and higher customer satisfaction.
Calls are evenly distributed, preventing any single agent from being overwhelmed while others remain idle. It ensures optimal resource utilization and reduces overall call handling times.
We understand that organizations would want to prioritize certain types of calls based on predefined criteria. We prioritize calls from privileged customers, direct specific inquiries to specialized teams, and enhance the level of service provided to each caller.
We have implemented our solutions to more than 1500 businesses worldwide across verticals. Listen to this – we haven’t had a customer churn from us in our last six years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BFSI, BPOs, Collections, Healthcare, Retail, Automotive, Manufacturing, eCommerce, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s automatic call distribution.
Our Automatic Call Distribution Advantage
Check out all the benefits for your business.
Enhanced customer experience
Automatic call distribution significantly reduces wait times and increases personalized interactions, which leads to happier customers and a positive brand perception. Besides, you are always directed to the right agent most equipped to resolve your queries, resulting in faster issue resolution, fewer transfers, and a higher likelihood of first-call resolutions.
Increases agent productivity
ACD optimizes agent utilization by distributing calls evenly among them. This eliminates idle time and ensures that agents are consistently engaged, improving efficiency and higher call resolution rates.
Monitoring and reporting
Our ACD provides real-time insights into call queues, agent performance, and call metrics. Managers and supervisors can monitor call volume, wait times, call duration, and other key performance indicators, enabling data-driven decisions and quickly adjusting resources as needed.
Scalability and flexibility
Our ACD is designed to accommodate growing call volumes and changing business needs. As call traffic increases, the system can scale to handle higher loads seamlessly. Additionally, you can customize call routing rules and prioritize certain types of calls, ensuring adaptability to evolving customer demands.
Our ACD is pre-integrated with our platform. You don’t have to worry about licensing, scaling up and down your needs, configurations, customizations, and roll-out infrastructure. It is a pure cloud-based infrastructure where you truly pay as you go.
How does our contact center platform improve the bottom line?
Watch this video on how our cloud-based modern contact center platform can help your customer experience function.Watch Now
Frequently Asked Questions
What is automatic call distribution?
Automatic Call Distribution (ACD) routes calls to a predetermined agent or business department. ACD considers the skill levels of agents, time of day, location from where the call originated, the type of customer who is calling, idle time of agents, availability of agents, and distributes calls based on predefined criteria.
ACD is designed to ensure fewer transfers, reduced wait times, and faster resolutions by connecting to the most equipped agents who can help resolve customer problems.
How does automatic call distribution work?
Here’s how ACD works.
Call reception – When a customer places a call to a business’s contact center, the call is first received by the ACD system. It identified the caller and their needs.
Call queueing – if all the agents are currently busy or unavailable, the incoming call is placed in a queue. This queue holds the calls in the order they were received, preventing callers from being disconnected or receiving busy signals.
Besides, ACDs come with automatic callbacks that allow customers to hang up the phone but keep their place in line, receiving an automated agent callback when it’s their turn.
Routing logic – ACD uses sophisticated routing logic to direct the incoming calls. It can be configured based on predefined criteria. The logic can be based on various factors, including:
Agent connection – based on the routing logic, the caller is connected with the selected agent.
Agent interface – Once connected, the agent’s interface displays relevant information about the caller, such as their history, previous interactions, and notes. This empowers the agent to provide personalized and efficient support.
Is ACD suitable for businesses of all sizes?
Yes, ACD will benefit businesses of all sizes. Small businesses can use our ACD to ensure calls are routed efficiently, while large enterprises can manage high call volumes with improved customer experiences.
As a small business, you don’t need extensive infrastructure if you opt for a cloud contact center platform. You only pay for what you use with a cloud provider.
Can ACD be customized to fit a business’s specific needs?
Yes, our ACD systems are customizable. You can define your own call routing rules, prioritize certain types of calls, and adapt the system to changing requirements on the fly.
Can ACD handle different types of communication channels besides phone calls?
Our ACD systems support multiple communication channels, including emails, live chats, and social media messages. This allows businesses to offer omnichannel customer support.
Can ACD integrate with other software systems?
Our ACD systems are easily integrable with customer relationship management (CRM) software, helpdesk software, ticketing systems, and other best-of-breed IT systems. It provides agents with a comprehensive single view of customer information and interactions.
Can ACD be used for outbound calls as well?
While ACD is primarily designed for inbound interactions, it can be configured to route outbound calls based on similar criteria, ensuring that outbound calls are just as efficient.
Check our article on – Inbound Customer Service Vs Outbound Customer Service
How does ACD contribute to cost savings?
By optimizing agent utilization, reducing call handling times, and improving customer satisfaction, ACD can save costs through increased efficiency and lower operational expenses.