ACD (Automatic Call Distribution) software is a type of dialer software that is specifically designed for managing and routing
inbound calls in call centers or customer service operations. ACD software is typically used by businesses that receive a high volume of inbound calls,
such as customer service centers, help desks, and sales teams.
ACD stands for Automatic Call Distributor, which is a type of telephone system that routes
incoming calls to the next available agent or representative. There are many software providers in Pune (maharashtra)
that offer ACD solutions for businesses.
ACD software can route calls to the most appropriate agent based on a variety of factors,such as agent availability, skill level, language spoken, or customer
priority. The software can also provide managers with real-time data on call volume,wait times, and agent performance.
Benefits Of ACD Software
Some of the benefits of ACD software include:
Improved call handling:ACD software can help ensure that calls are handled efficiently and effectively, reducing wait times and improving customer satisfaction.
Better agent utilization: ACD software can help managers ensure that agents are handling the right types of calls and that they are not overwhelmed with too many calls at once.
Increased scalability:ACD software can help businesses handle an increase in call volume as they grow, making it easier to scale up operations.
Advanced reporting and analytics: ACD software can provide managers with detailed data on call volume, wait times, agent performance, and other metrics, which can be used to improve operations and make data-driven decisions.
Advanced call routing capabilities: ACD software can route calls based on complex criteria, such as the caller's account history, or the number they dialed from, or custom attributes of the caller
Integrated with other business software: Many ACD software can be integrated with CRM, helpdesk or other business software, which gives the agent all the information about the caller and the call history at a glance.