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ACD and Its Features

by Cheena,on Dec 12,2019

Automatic Call Distribution (ACD) is used to direct incoming customer calls to the appropriate agents. This particular system is designed to help make call centers more efficient by using a set of automated rules of determine the appropriate representative for each caller. 


An ACD system typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.

ACD works with IP PBXs as well as traditional PBX without losing any functionality. Call handling is based on a rule-based algorithm that determines the best available agent to respond to the incoming call. Below are all the different capabilities of ACD and their benefits.

Skill Based Routing: Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

Integrations with CTI Technology: CTI integration allows agents to make and receive calls directly from their computers. ACDs can match caller numbers with their corresponding customer records, and enable the call center agents to reference relevant info on the call. 

Call Monitoring: ACD allows call center managers to monitor and listen to agents in real-time, manage agent activity and work flow. Aria’s ACD systems allows real-time statistics, letting you know what's going on in the call center second by second. Historical reporting allows you to compile hourly, daily, weekly, monthly, and annual statistics for detailed long-term analysis.

Automatic Call Back: An ACD system gives a facility to callers to request a call back from agent whom they wanted to talk. Agents will be notified on their dashboard when a new request for a call back is created. Once their ongoing calls are completed, they can choose to return the calls.

Multiple Queues:Using ACD, the organization gets an option of having more than one queue based on the area of specialization of the agents and mapping of agents to correct queue accordingly for the purpose of smooth call handling.

Fast Response: Quick response to an incoming call is possible through ACD as the call is transferred to the most suitable agent automatically based on a specified set of rules, thereby minimizing the call wait time which in turn helps in effortless call handling and improved resolution time.

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