Automatic Call Distributors

Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills.

The ACD system utilizes a rule based routing strategy, based on a set of instructions that dictates how inbound calls are handled and directed. These rules are often simply based on guiding a caller to any agent as fast as possible, but commonly multiple variables are added, all with the end goal of finding out why the customer is calling. Matching and routing literally thousands of calls to the correct agent is a difficult task, and is often done in concert with Interactive Voice Response and Computer Telephony systems. ACD servers can cost anywhere between a few thousand dollars to close to millions of dollars for a very large call center handling thousands of calls per day.

Automatic Call Distributor Vendors

Foehn Ltd

To provide the complete service Foehn's call centre solutions include:

• Skills based routing of calls, ensuring the right team with the right skills serve the customer every time.
• Dynamic queue management, ensuring customer wait times are kept to a minimum
• Music on hold, for when demand exceeds the available resources
• Voicemail, to enable a customer to request call back
• Agent groups, to support skills based routing
• Agent whisper and barging
• Supervisor monitoring
• Queue Busting to let callers leave their details, which is then assigned to the next available agent and automatically called back
• Call recording, imperative where orders are taken over the phone and to assist with training and quality monitoring
• Sophisticated algorithms to implement routing based on a number of factors, dependencies and situations

We are experts in IP communications, with over 12 years of successful deployment of Asterisk open source, Hosted VoIP and Call Centre Systems. For more information more contact us www.foehn.co.uk or over the phone by calling 0844 846 2323

• AVOXI Provider of ACD /Automatic Call Distribution (ACD) Skills-Based Call Routing.
• VadaXchange for Call Centres & Contact Centres In addition to Asterisk based ACD, VadaXchange Buddy provides full call centre agent and manager experience. It allows call centre agents to easily log in and out of the queues and see who else is in the queue. It also allows managers to monitor the performance of their agents on-line in real time, wherever they may be situated.
• 3CLogic offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media which integrate with our clients' existing CRM software such as Salesforce.com and Microsoft Dynamics. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers.
• Convox: ACD Solution by Deepija Telecom Pvt. Ltd. Feature- Auto Dialing, IVRS,CTI Integration, Vtiger Integration, Voice Broadcasting, Lead management.
• UCN has established itself as a leader in the telephony industry by providing hosted telephony services, that match their traditional counter parts in quality, but that can be attained at a fraction of the cost. ...