ACD

ACD for Call Routing

by Sachin Kaushik,on Wed Aug 05,2019

An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs often use a voice menu to direct callers based on the customer's selection, telephone number, selected incoming line to the system or time of day the call was processed.

Computer telephony integration (CTI) and computer-supported telecommunications applications (CSTA) are intermediate software that can produce advanced ACD systems. Experts claim that "the invention of ACD technology made the concept of a call Centre possible”.

ACD range from small to large systems that maintain few lines as well as large numbers of lines for large applications. Aria Telecom is a supplier of automatic call distributor that precisely manages the whole incoming calls according to the numbers called and related database to manage instructions. Ours cutting-edge solutions suit to corporate houses, call Centres, small and big industries etc. Those corporations offering sales and service support generally utilize the ACD system to authenticate callers, forward calls to right clients, make outgoing calls, allow callers to record the message, balance the use of phone lines etc.

Setting up of ACD by corporations is to route calls that are based on different factors such as identifying the number, availability of agent, time of day and expertise. It is greatly customizable and able to fit adequately in any small or large condition. The Automatic Call Distributor offered by Aria helps to deal with all configurations of each call queue within your system as well as tracking also the performance of both agents and particular queue.

We offer totally advanced ACD along with automatic call distribution software to maintain up to ten queues with sixteen calls per queue and thirty two calls throughout the entire queues. This system is completely fit to your requirements and we are offering exact solution like automatic call distribution in Delhi and NCR to make available of better services to wide gamut of corporations.

Routing of incoming calls to specific agents based on pre-defined criteria

Calls can be routed to the specific agent or department that is most qualified to address the customer’s needs. For example, callers from Mexico will be routed to Spanish-speaking agents.

Calls can also be routed to agents or departments based on the phone number the caller dialed. For example, if the customer calls the technical support phone number, they will be routed to the technical support department.

Identification and rapid response to VIP callers

ACD (Automatic Call Distribution) allows VIP callers to be routed immediately to the most appropriate agent, or, if none are available, they will be placed in the front of the waiting queue. Callers are identified as VIP based on pre-defined information, tags that they were assigned as well as information from integrated databases or business tools.

The acquisition of usage data

ACDs allow for companies to acquire usage data such as: the number of incoming calls, amount of time an agent spends on the phone with a caller, total number of calls (incoming and outgoing), length of calls, waiting time before the call was answered, etc.

Call monitoring, reporting and coaching of agents

ACDs allows for managers to engage in call monitoring, call conferencing, call barging and whisper coaching. These features enhance the coaching process as well as managerial practices. ACDs also allow for acquisition of data to facilitate real-time and historical reporting.

Integrations with CTI

With CTI integrations, skills-based routing and ACD, agents will have comprehensive information about the caller in their browser, before they answer the call. Many call center software solutions integrate with CRM, helpdesk, live chat, social media and SFA to provide detailed interaction history of the caller. This information enhances the sales and support process so agents are more effective.

ACD for Call Routing

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