Your ACD Sourcing Process is Secure with StrataCore
For FREE and with no strings attached, StrataCore will get you top ACD providers’ offers that go beyond your expectations.
But that's not everything we’ll do for you. We’re advocates, which means that you will have full support in all the steps of the Automatic Call Distributor sourcing process. We have a legal team that will help you negotiate your contracts, more than 301 combined years of experience in the industry, and an extensive network of more than 600 partners that are willing to give you the best customer experience.
Get the best Automatic Call Distribution System
What is Automatic Call Distribution ACD?
Automatic Call Distribution (ACD) is a skills-based omnichannel routing system that ensures that customer requests are routed to qualified agents or resolved with self-service. Automated call distribution software provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated Interactive Voice Response (IVR), for creating and maintaining routing strategies across all supported channels.
Automatic Call Distribution Features:
Personalize customer experience
Automatic Call Distribution (ACD) and a fully integrated voice portal ensure that data collected on the front-end is available throughout the customer journey. Automate customer data collection, easily pass data between IVR and ACD, advanced CTI with each interaction, create rich, sophisticated routing flows.
Empower agents to delight customers
Get your contact center up and running in a fraction of the time of a traditional call center. CCaaS deployments do not rely on large infrastructure buildouts and can often be operating effectively and producing results within a few days.
Connect customers to the right agent
An advanced skills-based routing engine should be at the core of your contact center as a service solution. It's consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time. Advanced skills-based and data-directed omnichannel routing, unified queue for inbound and outbound voice, callback, voicemail, email, chat, text, SMS, and social media.
Empower business users with skills-based routing
Business users do not need technical skills to adjust routing decisions based on real-time Automatic Call Distribution and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.
Benefits of using an Automatic Call Distribution System
If you are looking for a telemarketing or sales strategy solutions to increase your productivity and lower your expenses, then you’ll find excellent benefits from the ACD system implementation.
One of the most beneficial ACD features is the automatic call distribution. With an automatic call distributor system, incoming calls are automatically routed to assigned agents based on predefined rules. These rules may include agent skill sets, time of day, geographic location, and more.
Once these factors are determined, a live person will then handle those calls in the order that they were received. As you can imagine, this is ideal for managing multiple customer calls simultaneously.
Another benefit of ACD systems is that it improves the efficiency of your business. It’s important that you have a quality call routing system, because if you don't then you are leaving money on the table by letting in dead agents, which results in higher call charges.
This can easily translate into higher customer turnover, which directly results in higher operating costs. Fortunately, most ACD systems offer call routing solutions, so you don't need to worry about these issues.
The automatic call distribution also improves agent productivity. Agents who receive calls at their desks can now dedicate time to more productive tasks. These tasks could include calling back potential customers or handling live customer support calls.
Both activities can result in higher call revenue, which will result in higher returns on investment. In fact, these routing calls are designed with agents in mind, resulting in less wasted time.
This means that businesses that use these systems experience up to a 30% increase in call revenue over existing methods.
One of the last benefits of ACD is that it improves your call routing by eliminating dead air. Callers often complain about having to wait on hold for long periods of time, which can be inconvenient and is not something you would want to experience.
The lack of wait times on most Automatic Call Distributor software is an extension of agents taking less time to handle calls, which results in lower waiting times for customers and increased client satisfaction. In turn, you are left with more time to take care of your customers and develop a better relationship with them.
If you are interested in finding out more about these benefits of Automatic Call Distribution systems, then you should contact our experienced team.
You might find many ACD vendors online, but it’s always best to work with a company that has a solid reputation and extensive experience in the industry. These companies will help you evaluate your current setup and see what you need to do to improve it.
They will also be able to recommend exactly the type of Automatic Call Distribution system that will best meet your needs. By partnering with the right ACD provider, you can eliminate unnecessary steps, and increase productivity and profits, all while reducing costs
Get in touch
StrataCore can help bring clarity to the rapidly evolving CCaaS (Contact Center as a Service) marketplace to ensure you get the best solution for your specific needs. Here's a short video that speaks to the advantages of using an IT services broker to source best-in-class solutions.