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Seamlessly Handle Inbound Calls with an ACD Distributor System

Prepare your call centre to successfully handle varying levels of inbound calls, with Ringover’s ACD Distributor System. To better understand ACD technology, think of automatic call distribution (ACD) essentially as a system that is able to monitor levels of incoming calls to your call centre, and then route those calls to the appropriate available departments or agents, per your instructions.

A well-designed ACD distributor system can help your business provide a seamless customer experience, boosting customer satisfaction levels and also ensuring your call centre agents are able to effectively attend to each incoming call.

A friendly and flexible cloud phone system for your company’s everyday needs
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  • Unlimited calls to 110 destinations
  • Local number from 43 countries
  • Mobile, web, and desktop applications
  • IVR and call forwarding
  • Call logs and recordings
  • Call and voicemail transcription
  • Click-to-call
  • Video conference, instant messaging
  • Access to our API
A 100% integrated cloud solution that empowers team management and support
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All SMART features, plus:
  • Local number from 65 countries
  • Advanced IVR (smart routing, call groups, call queues…)
  • 2 integrations
  • Advanced analytics
  • Coaching (double listening, whispering…)
  • Text message campaigns
  • Access to our webhooks
Advanced communication and productivity features to boost your business
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All BUSINESS features, plus:
  • Call campaigns
  • Power Dialler
  • Call scripts
  • Voicemail drop
  • Local Presence Dialling
  • 3 integrations
  • Single Sign-On

Ensure Customer Satisfaction with Ringover’s ACD Solution

Discover the multitude of functionalities that are provided by Ringover’s ACD distributor system. Automatic call distribution enables effective call routing based on your specific parameters, but it also offers multiple other benefits for both your customers and your business:

  • Call routing — based on time zone, language, average wait time and type of request
  • Customised recordings — for hold time
  • Containment with an IVR — for certain requests, such as PIN resets or paying bills
  • Call flow monitoring and management — easy access via a dashboard

Pair Ringover’s ACD Distributor System with IVR Capabilities

Move away from the traditional IVR (Interactive Voice Response) system with Ringover’s ACD solution. Combine the capabilities of both telephonic systems and equip your call centre to handle all types of customer inquiries.

You can customise call routing to contain customer requests such as PIN resets, bill payment, and cardholder information updates within the IVR system, allowing customers to fully handle their needs without speaking to an agent. Other inquiry types that should be handled by speaking to a live agent will be appropriately routed to a representative who can assist them in a timely manner.

Effectively Balance Inbound and Outbound Calls

Whilst receiving and successfully handling inbound customer calls, your full-service call centre may also need to maintain a healthy level of outbound calls, depending on your business model. Ringover’s call management software gives you the ability to manage both outbound and inbound call flows all from an easy-to-access dashboard.

Set up and manage your auto dialler levels, and balance call levels being placed out to potential and existing customers, with those inbound calls that need to be routed to available agents. It’s possible to strike a successful balance between your predictive dialler performance and your inbound call levels with Ringover’s cloud contact centre solution.

Attain Key Performance Metrics with an ACD Distributor System

Take your business performance to new levels, all with the robust capabilities of Ringover’s ACD Distributor System as part of your cloud call centre. The capabilities brought by an automatic call distributor go far beyond simply routing calls to agents. Thanks to the abilities of an automatic call distribution system, inbound call volume can be managed and routed in a way that maximises overall inbound call performance.

From your dashboard, actively monitor incoming call levels, the number of agents available to take calls, average wait time, calls in queue, and much more. Instant access to this essential data allows you to meet key performance metrics by granting you the ability to adjust call flows as needed.

Tailor Call Handling to Your Business Needs

Ringover’s ACD call centre software provides you with the ability to tailor how incoming calls are presented to your available agents. Select call queueing and presentation in a way that works best for your agents, your customer service indicators, and call volume. Choose from Round Robin, Fixed, Value-Based, and Time-Based call routing, among others.

This flexibility allows you to send certain calls to agents who have specific skillsets, for example, or to send calls in priority to those agents who have been idle the longest. There is a myriad of call distribution options, providing you the ability to establish your automatic call distribution patterns exactly to your liking.

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ACD Distributor System FAQ

  • What is automatic call distribution?
  • What are the advantages of using ACD?
  • Can you work remotely with ACD?
  • Do many companies use the ACD technology?
  • Does ACD impact customers negatively?
  • How does an ACD system work?
  • What is the difference between IVR and ACD?
  • What is ACD routing?
  • What is the full form of ACD?
  • What is ACD in PBX?

What is automatic call distribution?

Automatic Call Distribution (ACD) is a call-routing system that comes as part of business phones and contact/call center software solutions. It answers incoming calls and queues and routes them to the best available agents or departments based on the instructions and call distribution criteria you establish.

An ACD distributor system works alongside other call management tools like Interactive Voice Response (IVR) to distribute calls using customer inputs. You can distribute calls based on time of day, language, agent availability, agent skills, agent idle time, and other criteria and IVR selections.

For instance, an ACD system allows you to route calls from Spanish customers to Spanish-speaking agents. You can also direct calls to departments requested by the customers or to agents who have received the fewest calls. The system further helps you identify VIP callers and attend to them without much hold time.

What are the advantages of using ACD?

There are multiple advantages of using automatic call distribution for your business, in addition to streamlined call flow and improved customer satisfaction levels. Whilst routing calls appropriately, automatic call distribution seamlessly manages calls, delivering them to remote agents depending on the settings you have selected. The ACD system can be fully integrated with your current CRM, blending the successful routing and management of inbound calls with access to the tools and information your agents depend on, to effectively assist your customers.

Can you work remotely with ACD?

An ACD also allows you to fully mange your call management software from a remote location, and your agents also have the ability to work from a remote location. All they need is a Wi-Fi connection and a smartphone, tablet or laptop.

Do many companies use the ACD technology?

Yes. In fact, today’s fully-functioning call centre most likely would not exist without the help of automatic call distribution. ACD technology is what enables companies to successfully handle inbound call levels and allow customers to reach agents in order to get their questions answered. An ACD system not only monitors incoming call levels and routes them accordingly to available departments or agents, it also provides the ability to make changes to how and when calls are answered. Select call routing preference based on language, time zone, average call waiting time, and more.

Does ACD impact customers negatively?

ACD technology is the hidden backbone behind a successfully run call centre. If customers don’t experience issues such as being routed multiple times, being placed on hold endlessly, or reaching the wrong agent, that is an indication that the automatic call distributor is working seamlessly behind the scenes and performing as it was intended, improving the overall customer experience.

How does an ACD system work?

An automatic call distribution system routes inbound calls to appropriate agents/departments using the inputs customers provide through your IVR. It typically works the following way:

  • Customers call your business phone line.
  • Your IVR system answers calls and presents callers with an automated voice menu.
  • Callers interact with the menu and give inputs regarding the purpose of their call.
  • Your ACD distributor system uses these inputs to place calls in queues based on waiting time, call history, and other factors. It can also identify VIP callers and prioritize their calls in queues.
  • It directs queued calls to appropriate agents/departments based on some pre-established rules, such as
    • Any available agent
    • Agents who have been idle the longest
    • Agents with the required skills
    • Agents/teams in a different time zone/location
    • Departments requested by the caller
    • Agents who speak the language preference of the customer

What is the difference between IVR and ACD?

Automatic Call Distributors (ACD) and Interactive Voice Response (IVR) are tools for managing incoming calls. They often work hand in hand to answer calls and distribute them to agents/departments.

An IVR collects customer data and understands more about the query using automated menus – press 1 for sales support, press 2 to speak to an executive, etc. Customers can interact with this IVR menu and give their input through keys or speech responses. If the customer query is simple and does not require an agent, it lets them find answers on their own through self-servicing.

An ACD distributor system uses these inputs and responses from IVR to sort calls and direct them to appropriate agents or departments based on pre-established call distribution criteria. For instance, if a customer has requested for the sales department on the IVR menu, your ACD will direct the call to agents from that department.

What is ACD routing?

ACD routing is the process in which your Automatic Call Distribution (ACD) system routes inbound calls to the appropriate agents/departments based on IVR inputs and the criteria and rules you establish beforehand.

An ACD distributor system can route calls using the following techniques:

  • Round robin – routes calls to agents equally in a circular manner.
  • Skill-based routing – routes incoming calls to agents with the skills required to address the query.
  • Talk time – routes calls to agents based on who has been idle the longest and has the least talk time.
  • Time-based – assigns calls to agents within specified business hours of a day.
  • Simultaneous – routes incoming calls to all available agents simultaneously, and the first agent who picks the call handles the customer.
  • Weighted – routes a certain percentage of calls to specific teams – 20% to Team A, 40% to Team B, 40% to Team C, etc.- adding up to 100%.

What is the full form of ACD?

The acronym ACD stands for Automatic Call Distribution. As the name suggests, it is an advanced call management feature in the call center/business phone system that allows you to automatically distribute inbound customer calls to the agents/departments most suited to handle the query.

What is ACD in PBX?

A Private Branch Exchange or PBX is a private network that handles internal and external calls of an organization. It comprises several components and functionalities and manages and routes both inbound and outbound calls.

An automatic call distribution system or ACD system is a telephony tool that receives and distributes incoming calls to agents/teams based on the criteria you have already established. Many PBX systems include ACD functionalities to connect outside callers with company agents.

Modern PBX systems, such as cloud-hosted PBX, offer call distribution as part of their offering. Typically, it works hand in hand with other cloud PBX features like Interactive Voice Response (IVR) and Caller ID screening to answer calls and direct them to agents or departments best suited to handle the concern.

Handle inbound calls effectively with an Automatic Call Distribution system. It intelligently routes calls to the best-suited agents or departments, thus reducing hold time, increasing first-contact resolution rates, enhancing productivity, and improving customer satisfaction. A must-have tool for inbound call centers and businesses with high-volume calls, it works with other features in your business phone systems to optimize efficiency.

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