No more long call queues, just intelligent call routing. Route inbound calls to the right agent or department instantly with Phonexa’s Automatic Call Distributor. Reduce wait times and improve conversion rates. No more long call queues, just intelligent call routing.
Visual representation of how the automatic call distribution system personalises routing based on customer intent and location.
Automatic Call Distributor (ACD) streamlines customer interactions with self-service features, including payment processing, account inquiries, and automated information access. Callers get the information they need instantly, without long wait times or call queues.
ACD helps you enhance call distribution by considering caller input, agent availability, and business rules while automatically filtering misdials and invalid calls. As a result, you get more efficient call handling without sacrificing service quality.
Robust real-time and post-call analytics help you to constantly improve call distribution. Our cloud-based ACD solution empowers teams to adjust routing logic, track campaign performance, and improve service delivery with actionable insights.
Phonexa’s Automatic Call Distribution system intelligently routes calls based on caller demographics, delivering a personalised experience aligned with each caller’s location, language, and purchase history. Your business can confidently support multilingual customers with region-specific and geo-targeted interactions.
Our sophisticated ACD and IVR systems use data-driven call routing to guarantee the best experience for every caller. Phonexa’s ACD automatically tailors engagement choices for each caller based on the historical and real-time data.
With real-time visibility into agent availability, Phonexa’s Automatic Call Distribution system minimises wait times by directing callers to the most relevant sales or support representative. When queues are unavoidable, callers are informed of wait times and offered self-service alternatives.
The callback option is a useful alternative to placing callers on hold when the wait time is too long or the callers do not wish to wait. Busy customers can save time by choosing a callback and connect with your company when an agent becomes available.
ACD-powered intelligent call forwarding redirects calls to alternate agents or departments when needed. Even during peak hours, no call goes unanswered, ensuring a seamless service experience across your entire operation.
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.
An Automatic Call Distributor is a system that receives and distributes inbound calls to the most suitable available agent in a call centre. Its main objective is to manage high call volumes efficiently, ensuring fast response times and optimal agent utilisation.
An Interactive Voice Response (IVR) and an Automatic Call Distributor (ACD) both help businesses and brands handle phone calls, but they do it in different ways. IVR qualifies and sends callers to the right agents using voice prompts, keypad inputs, and real-time conversation analysis. And an ACD system uses pre-defined criteria to route calls. Working hand-in-hand, IVR and ACD collect information about customers and use it to route calls intelligently.
The IVR system collects information about callers and sends it to an ACD, which determines the best way to handle calls. The system puts callers in a queue based on their priority level, call status, and estimated wait durations if no agents are available.
Some of the most common call routing strategies include:
– Skill-based distribution: Calls are routed based on agent skills and past performance.
– Availability-based routing: Calls go to the first available agent.
– Time-based routing: Agents are assigned calls based on working hours or shift schedules.
– Cherry-picking: Agents choose which calls to answer from a list.
