Unified Communications EXPO︱London︱2nd - 3rd October
Automatic Call Distribution Software
Level up your customer service game and increase the efficiency of handling incoming calls with advanced automatic call distribution software for call centers.
An ACD automatic call distribution system instantly attends to the calls and puts them into an effective call queue to connect the customer to the most suitable agent. iCallify, ACD call center solution provider offers different types of call routing strategies to intelligently route inbound calls to the agent depending on various criteria such as skills, time, customer type, etc. Automated call distribution software makes sure that all agents receive equal and fair opportunities to work productively. Intelligent call routing in ACD software call centers ensures that the call is assigned to the agent that can increase first call resolution (FCR) without hampering other KPIs. This enhances inbound call management as well as agent performance.
The Automatic Call Distribution Software of iCallify Manage the Following Jobs
Retrieve caller identity and other information
Put the caller in the right call queue
Keep the caller engaged until connected to the agent
Route and connect the caller to the right agent once available
Types of Automated Call Distribution Software
iCallify provides all major automated call distribution strategies with a 100% automated process. It means that queuing the call to connect it to the right agent will be handled by different types of call routing strategies available in the iCallify automatic call distribution software without any human assistance or intervention.
Sticky agent
Strengthen customer relationships by building a strong bond with the customer using a sticky agent. This intelligent call routing strategy in the best automatic call distribution software connects customers with the same agents every time they call for support. This reduces call handling time as the customer doesn’t need to reiterate their issues. It improves the client experience and increases agent productivity.
Fewest calls
Evade unfair call distribution with the fewest calls based on automated call distribution. This automatic call distribution software assigns calls to the agent who has handled the fewest calls in the shift. This promotes equal and fair call distribution and allows all agents to work with the utmost throughput and efficiency. The automated call distribution system distributes the workload among agents effectively.
Round robin
Take advantage of the standard call routing rule to automatically assign calls on a first come, first assigned basis. Give each agent an equal opportunity to take calls and deliver excellent performance. Avoid the risk of experiments when you don’t know your audience well enough to use a sticky agent or skill-based call routing strategies. Continue serving with the round robin call distribution offered by the top ACD contact center software provider.
Random
A/B test and experiment to identify the skills and competence of your agents to define better future strategies for business. With random automatic call distribution features, randomly assign calls to available agents to push their limits and sharpen their skills. This automatic call distribution software is perfect when you are unaware of your audience’s nature.
Least talk time
Increase the efficiency and productivity of your customer care agents with the least talk time call routing strategy. This ACD software call center assigns calls to the agent in the group with the least talk time in the shift. This ensures that agents who spend the least time with customers get the opportunity to boost their performance and increase efficiency.
Ring All
Distribute incoming calls to all available agents simultaneously with the Ring All automatic call distribution features in our ACD contact center software. This ensures that the first available agent can answer the call to reduce wait times and improve customer satisfaction. The automated call distribution system of the Ring All strategy helps manage high call volumes effectively.
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Learn how to excel in customer care and save your resources from monotonous jobs using iCallify, automatic call distribution software.
Key Features
The best automatic call distribution software of iCallify supports different algorithms built with different automatic call distribution features to support maximum productivity and the best-in-class customer experience.
Unlimited Queue
Manage an unlimited number of incoming calls seamlessly to ensure no customer is left waiting too long or unengaged.
Interactive Voice Response
Automate customer interactions with an IVRS of ACD contact center platform that efficiently directs calls to the best agent.
Call Forwarding
Ensure seamless connectivity by automatically forwarding calls to the right agent, even if they are away from their desk.
Advanced call distribution
Optimize call handling with advanced algorithms that route calls to the most suitable agent based on various criteria.
Time Condition
Route calls based on specific time based ACD call center rules to ensure calls are handled during the most appropriate hours.
Ring Group
Distribute incoming calls to a group of agents simultaneously with automated call distribution to ensure the first available agent answers.
Reporting and Analytics
Gain insights into call center performance with comprehensive reporting and analytics tools generated with ACD call center reports.
Whisper Coaching
Allow supervisors to provide discreet guidance to agents during live calls without the customer’s acknowledgment.
Call Recording
Capture every call to ensure quality assurance, enhance training programs, and meet legal acquiescence requirements.
Click to Call
Enable agents to initiate calls directly from their computers with a single click to improve efficiency and productivity.
Sticky Agent
Maintain continuity by connecting returning customers to the same agent they spoke with previously.
Live Call Monitoring
Supervisors can review real time call statistics and listen in on live calls to provide on-time feedback and support to agents.
Connects to the
Leading CRM Systems
Your team’s calling activity is automatically logged and synced into your CRM to reduce manual input.
Third Party CRM Integrations Available
Related Articles
Learn to use the automatic call distribution software at its best with these insightful blog posts shared by subject matter experts.
Frequently Asked Questions
IVR interacts with clients using predefined voice messages put in a flow. ACD can put customer calls into the queue of the most suitable agent and connect with that agent.
It helps in connecting customers with the right agent, so without wasting much time, customers can receive a satisfactory response. In many cases, within the first call, the client receives the resolution.
It helps agents to receive a fair chance to perform. Moreover, it helps to boost the productivity and morale of agents.
