Bring service strategies to life with a flexible ACD
Make sure that customer service inquiries are sent to the agent best able to solve the issue, every time. Artificial intelligence (AI)-powered call distribution directs interactions to the best available agent, increasing the quality of service and shortening handle time.
Simplify the agent administration process with a dynamic agent that queues assignments based on skills and proficiency.
Decrease average handle time and costs with intelligent ACD that expands agent skills.
Poor resolution rates and long wait times impact customer satisfaction. Meet evolving expectations with smart routing decisions.
Interested in seeing what AI-powered ACD can do? Take the Genesys Cloud™ product tour now.
Customers expect businesses to be available on the channels they use every day. This means you can’t just receive calls — your contact center needs to take on messaging apps, social media, chat and more. With ACD from Genesys, you can engage with your customers anytime, anywhere, and select the routing model that works best for the customer based on your service strategy.
Each component — ACD, interactive voice response, outbound, quality management and workforce management — is built to work together for simplicity, speed, cost savings and efficiency.
Give employees integrated insights from past interactions across all channels so agents have all the context they need to facilitate smooth interactions — in one place.
Agents can work from different offices, countries and homes as part of a unified virtual team that’s easy to manage and uses diverse skills and broader geographical reach.
Admins can easily set up and maintain routing parameters and methods in a single user interface, reducing service interruptions and training.
Customers contact you to get questions answered quickly. When they don’t connect with the right expert the first time, customer satisfaction drops. They’ll even switch channels until they get what they need. Blood pressure rises — and so do your costs.
Break the cycle. A smart routing system can match customers with the right agent who has the right information. And that turns service problems into opportunities.
When customers get what they need quickly, everybody wins. Both customers and employees are happier, which improves sales conversions and maximizes the potential of employee resources.
Choose the right agent, every time. From basic ACD to AI-driven strategies, Genesys gives you multiple ways to connect customers with the best help fast.
Attach selection data to each call. Enable business intelligence and AI to identify behaviors that become decisions, like skill combinations that improve first-call resolution.
Improve routing effectiveness by using dynamic skills and proficiency expressions to link inbound call center agents to queue membership.
Keep routing simple at all types of call centers. Send interactions to the agent who’s been idle the longest. If all agents are busy, send the interaction to the first available agent.
Match customers with agents who have the right expertise to resolve their issues quickly. Skills-based routing gets customers to the right agent the first time — no matter the channel.
Route interactions to a targeted group of agents with specific skills. If none are available, it relaxes the requested skills and automatically expands the agent pool.
Select which agents should handle specific interactions based on the characteristics you specify. This could include skill set, responsibilities or existing customer relationships.
Apply no-code business rules with rule-based decisioning (RBD), using customer profile, intent, priority, language or queue conditions to pick the right queue for each interaction. Protect SLAs, personalize with data and extend with developer tools, all in Genesys Cloud ACD. Get smarter routing that scales with your business and elevates customer experience.
With RBD, change rules in minutes without IT. Give more power to business teams.
Maintain a single ruleset across every channel, ensuring that customers get the same experience no matter how they engage.
Versioning, validation and auditing are built in. Context-aware routing allows for fewer transfers and more first-contact resolutions.
Stay on top of service levels, even during demand spikes. Automatically borrow agents across queues to protect SLAs and improve utilization with minimal admin effort.
Turn customer data into smarter decisions. Bring in CRM and back-end context to segment, prioritize and personalize routing for stronger business outcomes.
Adapt routing to your unique needs. Use APIs, dynamic expressions and external data to extend routing logic and build custom experiences.
Routing phone calls, SMS, chats, email messages and social comments to the right support in real time shows customers you understand their needs. Elevate your routing strategy with an ACD system from Genesys. Request a demo today to see how you can improve outcomes for your existing and potential customers, as well as your employees and business.
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ACD, or automatic call distribution, and IVR are two different technologies used in call centers. ACD is responsible for routing incoming calls to the most suitable agent or department based on predefined rules, such as skills or availability. IVR is an automated system that interacts with callers through voice or touch-tone input, providing information or routing the call based on the customer’s responses.
Automatic call distribution (ACD) is a telephony technology that manages incoming calls and distributes them to the appropriate agent within a call center. ACD systems can route calls based on different criteria, such as the reason for the call, the skills required to handle the call, the workload or agent availability. Agent-based distribution is particularly useful in situations where customer issues could require specific knowledge, like tech support.
A PBX, or a private branch exchange, is an internal phone network used by businesses to allow for inbound and outbound calling, call forwarding, voicemail, and more. It’s the platform on which a business’ telephony lives and works. An ACD system can be a feature within a PBX, used to manage inbound calls, ensuring that they’re routed to the agent who’s best positioned to help the customer most quickly.
Automatic call distribution leverages data to organize callers in a queue, and then prioritize certain callers and direct them to certain agents based on rules that you define. Some of the data involved in that decision-making process includes the customer’s needs and the skills that might be needed to handle the customer’s issue, as well as agent expertise, agent workload and agent availability. AI-powered ACD software does this more efficiently and intelligently, balancing agent fit against wait time to deliver the best possible user experience to the customer.
The primary goal of ACD software is to ensure that customers who call your business with an issue are helped as quickly as possible. It detected when an agent was available to assist, with the aim of achieving service level goals and abandonment goals, as well as driving occupancy up. Modern, AI-powered ACD software can take that to the next level by assessing agent fit as well as wait time, and helping to determine whether the cost of making a customer wait for the agent best suited to solve an issue is outweighed by the benefit of a quicker and potentially better solution once the agent and customer are connected. Smarter routing decisions via AI-powered ACD improve resolution rates, reduce the number of transfers per call, decrease wait times and more.
