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Tag: ACD

7 Advantages of Using Automatic Call Distribution

Posted on by Miguel Isabal

Businesses the world over have been using an Automatic Call Distribution (ACD) system for better call management and to enhance caller experience. Let’s review the top 7 ACD advantages to understand how your business can use an ACD system to improve customer service.

7 Automatic Call Distribution Benefits

An ACD system is a telephony service that automatically routes incoming calls based on rules input previously by the account manager. These rules are based on various factors such as the time of the call, location of the caller, agent skills, agent history, and more. By routing calls automatically, the ACD system assists businesses by sending callers to the right agent or department for customer support or sales.

Read on to learn about the top 7 ACD advantages.

1. Automatic Call Routing

The most attractive benefit of an ACD system is its ability to route calls automatically and intelligently. The calls are routed based on predetermined rules and algorithms. Some ways to use ACD for call routing include:

    • The caller or customer’s information and history with the company
    • The caller’s area code or location
    • The time of the call
    • Agent availability
    • Agent skill such as language or area of expertise
    • Voice menu configurations

By using these call routing strategies, your business can save on missed or dropped calls, wrong transfers, and wasted time. Instead, callers will reach the right agent or department quickly, leading to better customer service and call resolution.

2. Quick Response to Calls

By transferring calls immediately to the right department and the right agent, your employees can answer customer calls quickly, almost instantly. Furthermore, you can even provide users the ability to leave a voicemail or offer a callback option during high call traffic periods. This ensures that callers will not abandon their call before speaking with an agent.

Furthermore, some ACD systems even offer a service to identify VIP customers and instantly route them to the appropriate agents. All of this makes it possible for businesses to quickly respond to calls and better manage your call handling process.

3. Better Agent Productivity

By routing calls effectively, your agents are better equipped to handle incoming calls. They won’t be overburdened or under-burdened as calls will be distributed equally. Additionally, less time will be spent on transferring callers to the right department or figuring out how to help a customer beyond one’s training or experience.

4. Increased Cost Savings

One of the most attractive ACD benefits is the system’s cost-effectiveness. An ACD transfers calls automatically, reducing the need for a receptionist or for employees to transfer calls back and forth. By doing this instantly, the ACD system makes it possible for the right agent to answer the call quickly, increasing first call resolution rates. Your business can improve customer service this way as callers don’t need to wait to be transferred to the right agent who knows their history or language, and so on.

Furthermore, you can subscribe to a cloud-based ACD system which is hosted by the provider. This reduces costs that would have been spent on installation and maintenance. All your business does is use the ACD service and improve call management.

5. Benefits of Cloud-Based Phone Systems

As mentioned above, cloud-based phone numbers do not need installation or purchase of new hardware. Additionally, you do not need an experienced IT team to maintain, manage, or update this hardware or software. All your business needs is a high-speed internet connection and you can use the service without interruption.

By going virtual, your business can connect agents and employees from any location through your ACD system. This makes remote working possible as your agents can work from any location as long as they have an internet connection.

6. Streamlined Business Processes

ACD systems can easily be integrated with a business’ CRM, helpdesks, social media platforms, live chat, and lead generation tools. By doing so, agents can get a wholesome understanding of each customer’s needs, preferences, and their previous interactions with the business. Through voice over IP integration, all customer information can be viewed and tracked in one interface instead of bouncing between multiple apps and software. As such, ACD systems can streamline business processes and make it easier for agents to perform efficiently in their jobs.

7. Increased Office Efficiency

All of the above automatic call distribution benefits indicate that such an automated system can vastly improve office efficiency and agent productivity. By having calls automatically routed to the right destination, no time is wasted on providing customers with assistance and support. And by creating a comfortable and integrated workplace, employees can stay up to date in regards to their callers and collaborate better with their fellow teammates.

Using ACD in Your Business

ACD systems can greatly impact the way your business interacts with its customers and enhance caller experience. Customers do not have to wait in long lines or deal with being transferred from one person to another. You can even use interactive voice response — a component of ACD systems — to have your phone system interact with callers and provide them with multiple options and assistance. To learn more about ACD and IVR systems, speak with our cloud communication specialists at 1 (877) 898 8646 today.

IVR versus ACD: What is the Difference?

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#247580390 ID#27446420

Both interactive voice response (IVR) and automatic call distribution (ACD) can help your business deal with high call volume more effectively. Both automated systems can direct callers to the right employee and also ensure a proper distribution of calls. You must understand the differences between IVR and ACD in order to choose the right solution for your business.

Read on for a detailed comparison of IVR and ACD.

IVR Versus ACD: Definitions

Interactive voice response and automatic call distribution are telephony automation tools that facilitate efficient call management. Both IVR and ACD can answer calls, distribute calls, and assist the callers. Both systems also provide assistance to employees and agents to help boost productivity.

Let’s discuss how these systems work and how they differ from each other.

how does ivr work

How Does IVR Work?

Many businesses use IVR to streamline their business calls and facilitate effective call management. Interactive voice response is a voice menu that automatically answers incoming calls and assists callers. More specifically, an IVR welcomes the caller and offers menu options to identify the purpose of their call. For example, Welcome to [company name], Press 1 for Customer Support, Press 2 for Sales, and so on.

Callers select the option by either entering a number through the dial pad. Then, the IVR directs them to another set of options or transfers them to the right department or agent. In fact, some advanced IVR menus may even allow callers to complete predetermined actions such as:

  • Activate a service or account
  • Process payments
  • Send callers to voicemail
  • Record a complaint
  • Provide company and product info

The IVR system ensures that callers reach the right department or can resolve issues by themselves. In fact, some callers may not even need to interact with an agent or employee. This frees employees up to work on more complicated issues and concerns. It can also help businesses save money on hiring staff as customers can resolve most issues on their own through the voice response system. Lastly, advanced IVR systems can even record and deliver real-time stats needed for tracking and studying important KPIs.

What is ACD?

ACD works similarly to IVR. However, automatic call distribution routes calls to the right agent or department based on pre-determined rules. These rules can be based on a variety of parameters such as area code or location of the call, the time the call comes in, skills required, and so on.

An ACD distributes calls based on rules input by the account manager. These rules and conditions determine how the calls will be routed. Some common routing strategies include:

  • Round robin: Distributes calls equally among agents so no one is over- or under-burdened.
  • Least-occupied agent: Sends calls to the least-occupied agent to ensure everyone is putting in the same amount of work.
  • Simultaneous ring: Routes incoming calls to simultaneously ring multiple phone numbers within a hunt group to ensure no call goes unanswered.
  • Programmed distribution: Routes calls based on specific rules such as location of caller, time of call, customer-agent history, language skills, etc.

IVR versus ACD: Difference

The terms IVR and ACD have often been used interchangeably as if they are the same systems. However, they are not. More specifically, IVR is a part of ACD and can conduct a variety of tasks within the system. So, how do they differ?

Interactive Voice Response Automatic Call Distribution
This technology allows users to receive information from the phone system. Users need to input preferences. This technology automatically routes calls to employees, agents, or departments based on predetermined rules.
Upon receiving a call, the IVR provides the caller with options and menus. Upon receiving a call, the ACD system uses the Dialed Number (DNIS) system to check the rules for processing the call.
This system can perform a variety of application functions such as activating services, customer info look-up, etc. The IVR system works within the ACD system.
Interaction with employees is not needed. If interaction with an employee is needed, then the ACD kicks in to transfer the call to the right employee.
Offered by phone service providers as well as virtual phone service providers. Offered by phone service providers as well as virtual phone service providers.
Available as a hosted service as well. Available as a hosted service as well.

Which Do You Need?

More than their differences, IVR and ACD systems complement each other. Together, both systems can provide a robust business phone solution. They can help you manage calls and high call traffic while ensuring you do not lose valuable clients. After all, a well-managed phone system can help you provide prompt and efficient customer service. A cloud or virtual call center software can help you utilize both IVR and ACD within your office phone system. Call us today to learn how you can use a cloud IVR system to offer better customer service!