- Universal queue for voice, email, chat, social media and more
- Skill-based routing directs calls based on agents’ expertise
- Automatically call back customers who don’t want to wait
- Inbound/outbound call blending with ACD software
- Pull in essential customer data from CRMs like Salesforce
- Easy for non-techies to use and update
- Integrates seamlessly with our IVR Software
Our skills-based ACD software quickly matches callers in your queue to the agents who can best help them. That means efficient call resolution, happy customers and money saved for your multi-channel call center. The ACD system is the “core” of the inContact platform – all of our solutions require automatic call distribution and build on its functionality.
ACD Universal Queue for Multi-Communication Channels
Power through callers in queue and quickly get them to agents with the skills to help. Compatible with IVR, chat, email, social media and more, our ACD system’s multi-channel routing lets your customers choose how they want to interact with you. With our automatic call distribution software, you have complete control over how customers interact with your multi channel call center.
Automatic Call Back (included at no extra charge)
If a customer can’t wait in queue any longer, our automatic call back asks for their phone number, and our ACD system automatically calls them back. We keep their place in line until your next agent is available. Unlike other vendors, we don’t charge extra for this – you get it as part of our ACD software.
ACD Inbound/Outbound Call Blending
When call volumes creep up and service level goals start to slip, your hotter calls can be routed to outbound agents with our automatic call distributor. This technology ensures that your customers are always handled quickly and to their satisfaction.
Integration with Popular CRMs
Easily connect customer data with your call center by using our out-of-the-box CRM integrations. Pull in customer data from popular CRMs like Salesforce, Microsoft Dynamics CRM, Oracle RightNow or your custom built solution. By connecting information in your automatic call distributor with data in your CRM, your agents are equipped to handle large call volumes quickly and efficiently.
Easy to Use and Make Changes (even for non-techies)
Our ACD software is designed so even non-techies can customize much of it to their liking. No waiting around until IT is available or finding budget to pay a Professional Services team to make your updates. With our easy-to-use ACD system, you can spend more time with customers and less time on complicated technology.
Skill-Based Routing for Agents
Your agents have specific strengths and weaknesses. Our automatic call distributor system routes calls to specialized agents who can best service your customers’ specific needs.
What is Automated Call Distribution (ACD)?
Automated or Automatic Call Distribution (ACD) Software is a technology that allows contact centers to distribute inbound calls, emails, SMS, and social media messages to agents based on customer need and agent skill set. Instead of simply sending inbound requests to an available agent, ACD systems categorize calls and messages and then automatically check the system to see which available agent has the most relevant skills and experience to help the customer.