Automatic Call Distribution

Optimize Call Efficiency with Automatic Call Distribution (ACD)

Q: What does ACD calls mean in call center?

Automatic Call Distribution (ACD) is a system that routes incoming calls to the most appropriate agent or department within a call center based on pre-set rules such as caller need, agent skills, or workload balance.

Q: What does automatic call distribution do?

Automatic Call Distribution (ACD) systematically distributes incoming calls to specific agents or departments within an organization. It optimizes the handling of large volumes of inbound calls and balancing the workload among available agents.

Q: What is an example of an automatic call distribution?

An example of Automatic Call Distribution could be in a customer service center where ACD is used to route technical support calls to technical specialists while general inquiry calls are sent to general customer service agents.

Q: What is the difference between ACD and IVR?

ACD focuses on distributing incoming calls to the right agents or departments based on specific rules while IVR interacts with callers through voice or keypad inputs to manage calls without human intervention.

Efficiently route calls to the appropriate agents with automatic call distribution (ACD). Maximizing efficiency for reduced wait times and improved customer satisfaction.

Automatically route incoming calls to optimize agent workload.
Direct calls to qualified agents to enhance customer satisfaction.
Increase operational efficiency with intelligent call queuing and distribution.

Dynamic Call Routing For Increased FCR Rate

Match customers with the right expertise and increase your FCR (First Contact Resolution) rate. Directing calls to the correct agent lowers the need to transfer calls.

ACD Beyond Traditional Call Distribution

Calilio’s ACD solution enhances operational efficiency through analytics and real-time reporting. Make informed decisions with detailed insights.

Distribute calls among available agents to optimize workload and prevent burnout.
Allocate or redirect resources based on real-time call volume and agent availability.
Gain insights into call patterns, agent performance, and customer satisfaction metrics.

A girl making a call to a boy using acd system

Optimize Call Flow with Smart Routing

The Intelligent Virtual Agent (IVA) of our ACD system intelligently routes the calls to the appropriate agents based on predefined rules and conditions.

Skill-Based Routing: Direct calls to agents based on specific skills for better resolution.
Priority Call Handling: Ensure high-priority or VIP calls are answered faster.
Queue Management: Manage call queues efficiently to avoid caller frustration.

Combining ACD with IVR

Combine ACD with IVR (Interactive Voice Response) for better call management and improved customer interactions. Allows callers to self-serve and be routed based on their responses.

Enable callers to resolve simple inquiries through automated responses.
Utilize caller inputs from IVR to direct calls to the right agent or department.
Automatie initial caller interactions for reduced call handling times and increased throughput.

Integrating ACD with Your Existing Business Tools

Integrate ACD into your existing business tools for a unified approach to customer communications. Connect ACD data to CRM for a comprehensive overview of customer interactions.

Set up your ACD System on Calilio Today

Connect with our team now to learn more about our ACD system or to schedule a free demo.

Explore More Features

IVR (Interactive Voice Response)

Automate customer interactions with IVR for efficient call handling. Efficiently guide callers to the appropriate solutions or departments.

Auto Attendant

Simplify call management with an Auto Attendant that greets and directs callers automatically. Enhance accessibility and professionalism without human intervention.

Call Monitoring

Monitor calls in real-time to ensure quality and improve training. Gain insights into agent performance and customer satisfaction.

Call Recording

Record and store calls securely for compliance, training, or quality assurance purposes. Accessible recordings help review and enhance customer interactions.