Automatic call distribution

ACD – Automatic Call Distribution

Learn more about ACD and how Ublux contact center solution can help you provide better service to your customers.
If your contact center is plagued by long hold times, weary personnel, and irate customers, you should consider investing in a contact center solution that includes an automatic call distribution system (ACD).

It won’t completely fix your high call volume issues, but it will go a long way toward helping.

An automatic call distribution system (ACD) that takes incoming calls and routes them to the appropriate agent or department inside a corporation. To intelligently route incoming calls to the most appropriate agent, it often works with computer telephony integration (CTI) systems and interactive voice response (IVR). It serves as the foundation of a call center and helps to streamline the communication process.

An ACD contact center solution’s capabilities.

ACD is a vital component of all successful contact center solutions since it simplifies the communication process. Here are a few of the benefits:

Incoming calls are routed to certain agents based on predetermined criteria.

Calls can be directed to the person or department best suited to respond to the customer’s needs. Callers from Mexico, for example, will be directed to Spanish-speaking agents.

Calls can also be directed to agents or departments based on the caller’s phone number. Customers who call the technical support phone number, for example, will be directed to the technical support department.

VIP calls are identified and responded to quickly.

VIP callers can be sent to the most appropriate agent right away, or they can be placed at the front of the queue if none is available. Callers are classified as VIPs based on pre-defined criteria, tags applied to them, and data from interconnected databases or business tools.

The gathering of usage data.

Companies can use Automatic Call Distribution to collect use statistics such as the number of incoming calls, the amount of time an agent spends on the phone with a caller, the total number of calls (incoming and outgoing), the duration of calls, the time it takes for a call to be answered, and so on.

Agent coaching, call monitoring, and reporting

Call monitoring, call conferencing, call barging, and whisper coaching are all possible with ACDs. These characteristics improve both the coaching and management processes. ACDs can also be used to collect data in order to provide real-time and historical reporting.

CTI integrations are available.

Before answering the call, agents will have extensive information on the caller in their browser thanks to CTI integrations, skills-based routing, and ACD. Many cloud contact center solutions link with CRM, helpdesk, live chat, social media, and SFA to give callers a complete history of their interactions. This data improves the sales and support processes, allowing agents to be more productive.

Companies that use various carriers’ PBX systems to act as a single virtual call center.

PBX systems from various carriers are used by some businesses. By combining their systems into a single cloud contact center solution with an ACD system, these businesses may easily function as one.

Companies that are geographically spread must work together as one.

Companies with agents or departments working in separate places can use ACDs to work as one. Calls can be routed to remote agents, various sites, overseas destinations, and mobile phones using ACDs.

A callback is made automatically.

ACD – Automatic Call Distribution gives callers the option of having an agent call them back instead of waiting in the queue.

There are multiple call queues.

Multiple waiting queues are possible with ACDs. For example, distinct waiting lines may exist for various departments, teams of agents, or phone numbers dialed by the caller.

Auto-attendants that are integrated.

Callers who want to speak with a certain agent can phone their extension to be transferred right away (e.g. “If you know the extension of the party you want to reach, you can dial it right now.”).

Overflow at call centers.

When all agents are busy and the queues are full, the ACD can route calls to voicemail automatically.

In a typical ACD situation, a caller dials a company’s phone number, which is answered by an IVR (“Thank you for contacting Ublux.”) and prompts (“Press 1 for sales, 2 for support…”). The ACD will then send them to the best appropriate agent or a waiting queue depending on the company’s routing strategy and information about the consumer.

The strategy for routing.

The ACD’s call routing technique is based on an algorithm that selects the best available person or department to direct incoming calls to. Each company’s routing plan is tailored to their specific requirements. Any or all of the following are used in the routing algorithm:

  • The number that the customer dialed
  • Caller ID, automatic number identification (ANI), direct inward dialing (DID), and dialed number identification service (DNIS) are all services that identify information about a caller, such as their area code, phone number, and so on.
  • Parameters that are customized based on the IVR setting (for example, “Press 1 for sales”).
  • The caller’s information was entered into the interactive voice response system (IVR) (e.g. account number, credit card, etc.).
  • Database integration, CRM, helpdesk
  • Data on customers’ profiles.
  • Agent knowledge, abilities, and domain competence.
  • Agents are available.
  • Statistics about the queue.
  • The hour of the day, (business hours).

Methods for distributing incoming calls in cloud contact center solutions.

Incoming calls can be directed to agents in a variety of ways. In cloud contact center systems, there are five basic types of inbound call distribution methods:

Linear call distribution—calls are allocated to agents in order (based on a list or pre-determined setup), with the same agent handling each call.

Circular call distribution—calls are dispersed to agents in order (based on a list or pre-determined configuration), beginning with the agent who receives the call after the last agent. This is a continuous loop: once it reaches the bottom of the agent list, it will begin again from the beginning.

Calls are distributed uniformly to the agent who has been idle the longest.

Simultaneous call distribution:
When a call comes in, it alerts all available agents at the same time. The call is handled by the first agent who answers.

Weighted call distribution—calls are directed to available agents based on a weighting that can be configured (predetermined percentages assigned to each agent).

ACDs are a vital resource for any firm that interacts with customers over the phone, large or small. An ACD is ideal for teams who handle high call volumes, are geographically distributed, use different telephony systems, or have specialized agents.

ACDs ensure that calls are routed to the appropriate agent every time.

Customers will benefit from a more consistent and smooth experience, while agents will benefit from better call routing. ACDs will improve a company’s professional image, customer happiness, and productivity greatly.

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