ACD

No more

missed calls

Using ACD (Automatic Call Distribution) ensures no calls are missed, as they’re directed to the next available agent or team member.

What is Automatic Call Distribution (ACD)?

ACD is a telephony system that is used to manage and route incoming calls. It is designed to ensure that the most appropriate agent handles each call, based on factors such as caller identity, agent availability, and skills required to handle the call. ACD systems use a combination of algorithms and predefined rules to route calls to agents, and can also provide real-time reporting and analytics to help managers monitor performance.

Increase customer satisfaction

When your customers are taking the time to call your business, they expect their call to be answered. By using ACD, you’re ensuring all calls will be answered by someone who can help or support your customers, which boosts your customers’ impression of your business. If their usual contact isn’t available, you’re safe knowing they will get through to someone who can help them.

Poor processes cost money

Investing in tech and automating your outdated processes will protect your profits at all times. For example when customers try to reach a person who’s out or on another call, ACD saves the day by routing the caller to the most relevant available agent. This ensures all calls are picked up, and opportunities aren’t lost.

Maximize opportunities

By ensuring each and every call is answered, you’re protecting your customers and your prospects, as they won’t be hanging up and ringing a competitor instead.

The right impression

Using ACD helps customers to think about your business in a positive light. They’re more likely to recommend you if they get through to someone each time they call.

On the go

Even if your team are out and about they can still pick up calls. Using our Mobile App your team’s contacts, clients and calls are just a tap away.

How does ACD help my worklife?

Meet Margot*

HITTING TARGETS

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“When we started using Automatic Call Distribution, we were able to hit our targets quicker. As not as many calls were being lost we’re able to speak to as many prospects as possible, boosting our sales numbers and helping us to hit our goals!”

Meet Jerry*

LOCATION, LOCATION, LOCATION

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“If you’re on an important call, yet another important customer calls, ACD routes them to a colleague. Instead of that client getting frustrated at hitting voicemail, my colleague can help them with whatever they need until I am free again.”

Margot and Jerry aren’t real but there’s 1000s of similar people out there just like them. And maybe you’re one of them. Maybe your team isn’t performing how you’d like them to perform. Maybe business goals aren’t being achieved. Or maybe you’re an agent wondering how you could make your work-life easier – more successful. If you are any of these – give us a call today and see how an integrated telephone could help.

More about ACD

ACD provides many benefits to businesses, including:

Improved customer service: ACD helps to improve customer service by ensuring that calls are routed to the most appropriate agent, who has the skills and knowledge required to handle the call. This helps to reduce wait times and improve the overall customer experience.

Increased efficiency: ACD helps to increase efficiency by automating the call routing process. This means that agents can focus on handling calls, rather than manually routing them, which helps to improve productivity.

Cost-effective: ACD is a cost-effective solution for businesses that handle a large volume of calls. It helps to reduce the need for additional staff, as calls are automatically routed to the most appropriate agent.

Real-time reporting and analytics: ACD provides real-time reporting and analytics, which helps managers to monitor performance and identify areas for improvement. This helps to ensure that the contact center is operating at maximum efficiency.

Flexibility: ACD is a flexible solution that can be customized to meet the needs of different businesses. It can be used to route calls based on a variety of factors, such as agent skills, time of day, and caller identity.

Improved lead management: ACD can be used to route inbound sales calls to the most appropriate sales representative, based on the caller’s needs and preferences. This helps to improve lead management and increase the chances of converting leads into customers.

Better customer support: ACD can be used to route support calls to agents with the skills and knowledge required to handle the call. This helps to reduce wait times and improve the overall customer experience.

Increased efficiency: ACD helps to increase efficiency by automating the call routing process. This means that agents can focus on handling calls, rather than manually routing them, which helps to improve productivity.

Real-time reporting and analytics: ACD provides real-time reporting and analytics, which helps managers to monitor performance and identify areas for improvement. This helps to ensure that the contact center is operating at maximum efficiency.

Enhanced customer engagement: ACD can be used to route calls to agents who have previously interacted with the caller, providing a more personalized experience. This helps to enhance customer engagement and improve the overall customer experience.

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