Power your inbound call centre with ACD

Send callers to the right agent and make everyone happy

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You value your customers' time — prove it to them

When you route calls to agents who don’t have the right expertise, customer experience suffers. Customers have to move through multiple queues, sit on hold and repeat their issues with each new touchpoint. This conveys that you don’t value your customers’ most precious resource — their time.

Automatic call distribution (ACD) software helps your inbound call centre avoid these mistakes. With skills-based and intelligent routing, calls follow a logical path. Customers are grateful because you’ve saved them time. And because agents connect with the customers they’re best suited to help, your teams are happier, too.

Deliver better results with smart ACD software

Increase revenue

By routing interactions to the best agent, you can improve sales or collections conversions by double-digits.

Reduce handle times

Matching inbound callers with the right agent reduces call duration and lowers your operational costs.

Improve the customer experience

Shorter wait times and faster, more accurate resolutions create better customer experiences.

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Boost business with an ACD that's simple and powerful

Today's contact centres need to be equipped to handle far more than phone calls. People expect businesses to be available on the channels they use every day. This means your contact centre needs to take on messaging apps, social media, chat and more. Successful customer experiences hinge on effectively managing communications across all those channels. With an ACD from Genesys, you can follow the conversation anytime, anywhere.

All-in-one inbound call centre software

Your ACD needs a few other pieces to run well. Connect your IVR, CRM system and workforce engagement tools to strengthen your ACD. Many ACD providers package these separate components and sell them as a single product.

With Genesys, your ACD runs on an all-in-one platform. Each component — ACD, IVR, outbound, quality management, workforce management and more — is built from the ground up to work together. This means simplicity, speed, cost-effectiveness and efficiency.

Single ACD for voice and digital communications

Follow the conversation everywhere with technology built to handle any channel. A common ACD routing engine turns calls, emails, chats and social comments into a seamless conversation.

Give employees insight from past interactions across channels — in a single interface. That means your agents have all the context they need for smooth interactions, all on one screen.

Work-from-anywhere call centre agents

Today, many companies are making distributed and remote agents a key part of their customer experience strategy. An ACD from Genesys makes it easy to create one virtual contact centre.

Your agents can work from different offices, countries and companies (outsourcers), and at home. You get a unified virtual team that’s easy to manage, plus all the benefits that come with more diverse skills and broader geographical reach.

Rock solid contact centre infrastructure

Nothing wreaks havoc on your contact centre quite like an outage. When systems are compromised, you lose money and your brand suffers.

Keep the lines of customer communications open with a dependable ACD. Genesys provides businesses of all sizes enterprise-grade security, reliability and scale. You get to spend time taking care of your customers and people instead of worrying about the systems they use.

"In a world where customer service expectations are changing at lightning speed, Genesys gives us a serious advantage."

Ian Roberts

Operations Leader

Quicken

Read the story

A full-featured ACD that respects customer and employee time

Built-in IVR with speech recognition

Add IVR and speech with ease. Information collected is shared seamlessly for call routing, handling and reporting to speed up tasks and avoid duplication.

Basic ACD routing

Keep it simple. This basic routing strategy delivers a call to the agent who’s idle the longest. If all agents are busy, it sends the call to the first available agent.

Skills-based routing

It’s great to have the right tools for the job at hand. Skills-based routing matches callers with agents who have the proper expertise to resolve their issues quickly.

AI-powered routing

Offer the ultimate experience. Our AI-powered routing uses your data and machine learning for unprecedented precision in matching customers and agents.

Reporting and analytics

Quickly gain powerful insights. Dashboards provide a consolidated view of customers, agents and interactions — across all channels and locations.

Easy integrations

Seamlessly integrate your ACD with existing AI, CRM, back-office and custom solutions. Snappy integrations enhance the customer and agent experience.

Automatic Call Distribution Resources

Should You Update or Abandon Your Call Centre ACD?

Download the white paper

Building the business case to replace your call centre ACD

Download the tip sheet

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Inbound Voice Datasheet

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Experience an inbound contact centre your customers and employees love

See how your inbound call centre can use ACD with skills-based and AI-powered routing to boost revenue, reduce handle times and improve customer experience. Turn your contact centre into one that customers and employees rave about — because every connected moment counts. Request your demo today.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.

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