ACD or Automatic Call Distributor is a system that intelligently routes incoming calls to agents based on predetermined conditions. The routing may depend on several parameters that are convenient for the business. For example, a caller who has selected English as their preferred language would be routed to only English speaking agents.
ACD is the foundation of any call center software and is essential in streamlining customer communication.
In sequential call routing, the calls are routed to agents in a particular sequence that is already set. This could be based on factors like experience, skill set, language proficiency, etc.
In this type of call routing, calls are distributed equally in a round-robin fashion among the agents in a group. It ensures that no agent is burdened with too many calls.
In the emergency call routing, the call is routed to an available agent, irrespective of their skill or proficiency. This is especially useful in the healthcare industry.
The caller is always connected to the preferred agent. This helps in quicker problem resolution as the agent has knowledge of the caller’s concern.
Since every call is routed to the right agent, it provides for faster response time, thereby improving customer satisfaction.
Since all agents are assigned the calls that they have knowledge about, productivity is enhanced
ACD ensures a faster response to the calls that need immediate action by connecting to expert agents.
ACD helps in connecting a globally scattered team by connecting callers with the agent closest to the caller’s location.
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
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