What is automatic call distribution (ACD)?

Automatic call distribution (ACD) software improves customer experience by ensuring customers are routed to agents with the right expertise. ACD routes calls intelligently along a logical path and takes into account the skills of available agents.

Call centres that incorporate ACD software service clients better by saving them time, connecting them faster to the right agent. There’s less time on hold in queues, and far less risk of the customer being passed around agents who can’t help.

ACD also leads to happier call centre agents because the agents are working with the customers they’re best able to help.

What should you look for in automatic call distribution software?

Best-in-class ACD software will:

• Support the contact centre’s need to offer customers an omnichannel approach — calls, messaging apps, chat, social media and other channels.
• Allow an agent to pick up a conversation at any time, regardless of the channel in which it started.
• Include solutions for interactive voice response (IVR), customer relationship management (CRM) and employee engagement tools — or integrate perfectly with the centre’s existing solutions.

How Genesys ACD software can help

Genesys has built a seamless all-in-one platform comprising ACD, IVR, outbound, quality management, workforce management and additional services.

Because Genesys’s system is purpose-built, all the components work together to make operation simple, fast, efficient and cost-effective.

The Genesys ACD solution includes:

• Intelligent automated routing for voice and digital communications so call centre agents can follow the conversation on any channel, giving the customer a seamless experience.
• The ability to pull in past interactions to give the call centre agent a full picture in one screen.
• Support for remote call centre agents so it’s easy to create a virtual and intelligent contact centre.

Every contact centre is looking for an edge in improving customer experience, increasing revenue and decreasing handle times. Download the below guide to get practical tips for modernising your strategy for voice.