Automatic Call Distribution Software for Better Customer Experience
Seamlessly handle your inbound call volume with Automatic Call Distribution, route calls to the best-suited agents, and minimize wait times, ensuring a better customer experience with every interaction.
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Streamline Your Inbound Call Management with Automatic Call Distribution
Connect Your Customers to the Right Agents, Every Time
Handle large volumes of inbound calls easily and efficiently with an Automatic Call Distribution system. Ensure incoming calls are always routed to the most relevant agents based on your call routing preferences, reducing customer friction and minimizing call transfers and wait times.
Resolve Customer Issues on the First Call with Call Routing and IVR
Today’s consumers increasingly want their issues to be resolved quickly and effectively, ideally on the first call. Ensure a more efficient call distribution with multiple call routing options and Interactive Voice Response and enjoy increased FCR rates and customer satisfaction.
Improve the Experience for Your Call Center Agents, Too
Enable fair call distribution with VoiceSpin’s ACD software to balance the workload for your team and ensure agents always handle issues they are best suited for. Empower your reps to serve customers better and resolve requests at the speed customers have come to expect.
Deliver More Personalized Interactions with CRM Integrations
Leverage native or custom CRM integrations to give your agents more context in every call and enable them to deliver more personalized interactions with a 360-degree customer view. VoiceSpin’s contact center solution integrates with 80+ CRM systems, including Salesforce, Zoho, and HubSpot.
Connects to the Leading
CRM Systems
Your team’s calling activity is automatically logged and synced into your CRM to reduce manual input.
Leverage Other Call Management Features Alongside ACD
Queue Management
Organize and manage your inbound call queues in the most efficient way to reduce wait times and call transfers and improve customer experience.
Queue Callbacks
Avoid dropped calls when all of your reps are busy by enabling callers to request a callback and reserve their place in the queue instead of having to wait on hold.
Call Recording
Record calls automatically or on demand for quality assurance, compliance, or agent training and securely store recordings for as long as you need.
Call Monitoring
Keep tabs on how your reps are interacting with customers with real-time call monitoring and speed up onboarding of new hires with call whispering.
Reporting & Analytics
Monitor all calls in real time as they are happening and leverage advanced call coaching features to get new team members up to speed faster.
AI Speech Analyzer
Unlock deeper insights into every call with AI speech analytics, generate call summaries, and identify potential problem areas and improvement opportunities.
Optimize Your Inbound Call Center Operations with an Automatic Call Distribution System
Manage your inbound call flow better, smarter, and more effectively with VoiceSpin’s Automatic Call Distribution software and improve the experience for both – your customers and agents. Book a demo call now to see how it works and how it can optimize your inbound call management.
BOOK A DEMOFrequently asked questions
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What is Automatic Call Distribution software?
Automatic Call Distribution ACD software, also referred to as an Automatic Call Distributor system, automatically routes incoming phone calls to available agents based on predefined rules that you set. The primary purpose of ACD is to help inbound call centers and contact centers sort and manage large volumes of calls without overwhelming agents. ACD is, in fact, a fundamental feature of inbound call center software solutions, alongside call routing and IVR. -
How does ACD work?
You can sum it up in three steps: caller identification, call queueing, and call routing. When an incoming call arrives, an ACD system first identifies the caller, usually through an IVR menu, to route them to the most relevant department or agent best suited to handle their request. If no one is immediately available to take the call, it is routed to the corresponding call queue and then – to an available agent. Based on your preferences and the capabilities of the ACD software that you use, of course, you can set your own routing and queue management rules. -
What are the benefits of ACD?
There are basically two major benefits of using an ACD system. Firstly, it enables better workforce management by ensuring incoming calls are distributed fairly and equally among your team members. Secondly, it helps direct callers to agents who are best equipped to handle their requests, which results in increased First Call Resolution rates, improved customer experience, more personalized customer interactions, and, ultimately, more satisfied customers. -
What is the difference between ACD and IVR?
ACD and IVR work side by side in call centers for routing calls in the most efficient way. An Interactive Voice Response (IVR) system collects additional information from callers. E.g., IVR can help you determine what department the caller wants to be connected to, what type of issue they are having, and their language preferences. Based on the caller’s IVR input and the call routing rules that you’ve set, an ACD system will then route the call to the most relevant destination. VoiceSpin’s call center software offers these inbound call management features and a lot more.
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