An Automatic Call Distributor (ACD) is a sophisticated telephony system that routes calls to specific departments or agents based on predetermined parameters, such as the caller’s location, demographics, phone number, and other relevant factors. An ACD system minimises wait times, ensures that every phone call is handled by the most qualified operator, and increases response efficiency.
How Does an Automatic Call Distributor Work?
– Our ACD works hand-in-hand with the IVR system to determine the caller’s intent.
– Calls are routed to agents based on experience, language, or past encounters (skill-based call routing).
– Urgent or high-value phone calls are prioritised.
– Calls are routed geographically to regional offices or agents.
– If all agents are busy, callers are lined up in a queue with estimated wait times and are offered a callback option.
– The combination of automatic call routing and real-time performance tracking enables marketers and brands to make the most of their inbound calls.
Why Choose Phonexa’s ACD?
– Intelligent call routing for businesses of all stripes
– Calls are distributed accurately across agents and departments to ensure the best representative handles them.
– Minimal call queues and call forwarding, with callers reaching the best-qualified agents on the first try
Phonexa’s intelligent automatic call routing technology transforms the way your business processes phone calls once and for all.
