Automatic Call Distribution Software and Its Importance

 The fundamental need for communication for any business is generally satisfied by any telephony tool, even traditional telecommunication. However, when the number of calls to be handled is high, a business needs a more advanced and affordable system in place.

Call center solutions can be used to handle these calls and manage business communication, but all businesses might not need a full fledged contact center solution for business call handling. They would just need advanced features to manage incoming calls. In this case, the automatic call distribution software would be an effective, affordable, and efficacious solution. 

In this blog post, we will explore more about this system and learn why it is so important in any business. 


What is an automatic call distribution system? 



Automatic Call Distribution (ACD) is an automated telephony solution developed with VoIP custom development experts. This solution helps automate the process of attending calls, greeting customers, and routing calls to skilled agents.

 

An ACD is different from IVR in a way that along with automatically attending calls, it will also route calls through different call routing strategies. Additionally, the ACD software will also have CTI features such as call mute and un-mute, call hold and retrieve, call transfer, call forwarding, call recording, and more. Even the best ACD software provider can also integrate advanced features into the software such as speech to text, conversational AI, and more. 


What is the importance of an ACD solution? 



Automatic Call Distribution (ACD) is an automated telephony solution developed with VoIP custom development experts. This solution helps automate the process of attending calls, greeting customers, and routing calls to skilled agents. 


An ACD is different from IVR in a way that along with automatically attending calls, it will also route calls through different call routing strategies. Additionally, the ACD software will also have CTI features such as call mute and un-mute, call hold and retrieve, call transfer, call forwarding, call recording, and more. Even the best ACD software provider can also integrate advanced features into the software such as speech to text, conversational AI, and more. 


What is the importance of an ACD solution? 


This communication solution can be used in any business and there are several advantages of using this software. In fact, there are multiple reasons to use this solution and we will discuss the top ones in this article. 


1. To handle calls professionally and immediately 


Customer experience is one of the most important parts of a business and it can help in keeping business moving with high profit margin. ACD helps in improving the process of attending all incoming calls at any time of the day. Even it greets customers with a warm message.


This not only helps in handling client calls during working hours and after working hours, but it also ensures that all calls are logged into the system, including, but not limited to dropped calls, missed calls, and abandoned calls. In this case, a business can manage customers in a better and more professional manner. 


2. To improve customer experience 


One excellent benefit of this software is improving customer experience by connecting the client with the right agent. This system will ensure that it uses the best automatic call routing strategy and connects the caller with an agent that has the skill, experience, availability, etc. to deliver a satisfactory response. 


3. To better manage the workforce 


The automatic call distribution software can also be used to help in managing the workforce with its advanced features. It has some automated call distribution rules that will assign equal work opportunities to all agents, so they receive enough calls to handle. It would also help in analyzing pick hours, slow hours, etc., so based on that different jobs can be assigned to different team members. If your company works in multiple shifts, then this system can also help in shuffling team members as per the requirement of business and call volume. 


4. To increase performance and productivity 


The ACD software will evenly distribute calls to agents to ensure these calls are attended to professionally. It will also have different call routing rules depending on the ACD software provider that offers this software. Each routing rule will have custom features that ensure that the best potential of agents could be delivered. Thus, this system helps in boosting the performance and productivity of each agent. 


5. To reduce expenses 


Similar to a contact center solution, using this system is a onetime investment to get the system. You can also choose to use an open source solution. A majority of solutions developed for automated call distribution will use the SIP calling mechanism. It reduces telephony costs by up to 50%.


Additionally, it will help in reducing expenses in manpower by boosting agent productivity. This is a software platform and it will require less maintenance cost compared to traditional telephony systems. All this and several other aspects of using this software will make sure it reduces expenses on an ongoing basis. 


6. To make data driven decisions 


Similar to different call center solutions, this system provides a wide range of reports. Even some of the advanced and customized reports can also be added to the software. These reports will provide custom data about different business aspects. This helps management to take data driven decisions to improve business processes, enhance customer experience, increase cross selling opportunities, augmented resource utilization, and more. 


Concluding notes 


In conclusion, the provider of an automatic call distribution system will integrate different automatic call routing strategies in the software. The provider will also add communication features that can help in augmenting business communication for internal and external communication and collaboration. 


We offer feature rich automatic call distribution software that can be used to enhance business models and improve revenue models as well. We can provide customized features in this software. To book a demo of this solution, please connect with us. 



Comments

Post a Comment

Popular posts from this blog

Major Mistakes Made with Call Center Billing 

 Billing in the call center industry is a common function, which is performed for multiple reasons. It can be to bill customers that are using the customer care services from the contact center, or it can be for customers that are using a call center solution from the provider. In any case, call center billing mistakes can be made knowingly or unknowingly. To avoid these mistakes, it is necessary to know all commonly made mistakes and solutions to overcome those mistakes.  Based on the top mistakes shared by the top providers of the contact center solutions and call center billing solutions are shared hereunder along with potential solutions.  1. Man Made errors Call center businesses have several aspects to consider while billing customers. To save some bucks, many call centers choose to invest in professional accounting experts. Professional accounting might be cheaper compared to buying the best call center billing software solution. However, professional accountan
Read more

Impact of Omni Channel Contact Center Software on Customer Experience 

One to one communication has never been this much accessible and imperative as it is now. It is possible to connect with any business via diverse options of communication channels. Moreover, digital platforms provide a tool to share experiences and question a brand or business about the negative experience a customer might have. On the other hand, businesses can put their point of view on digital platforms while delivering customer services if they actively use these platforms. An omni channel contact center software can help in setting up a more reliable customer care center and improve customer experience.  What is an omni channel customer care center?   A call center or customer care center that receives and responds to customer concerns across all popular communication channels is called an omni channel customer care center.  The traditional way to do this is by manually monitoring and using all communication channels and whenever there is a message or call from a cus
Read more

Major Characteristics of the Best Call Center Software

  Even if we live in the digital world and a majority of things can be done at our fingertips, people still find it necessary to talk to human agents while seeking support. This has kept the market of contact center solutions up and running. AI driven chatbots like ChatGPT are paving their way to take over customer care operations, but still, conversation with a human agent to get the resolution will never be outdated. This increased demand for the best call center software a mid a heavy storm of automation. Every other contact center software claims to be the best solution. This makes it vital to understand the major characteristics that make a solution for call centers really the best one for your business.   Top characteristics that define the best call center solution   Inclusion of all necessary features   This is the first criterion to check in any software. No matter how many amazing features a solution offers, if it does not have the feature that you require, then it is
Read more