Automatic Call Distribution (ACD)

ACD

Here’s How Automatic Call Distribution Works

Nectar Desk’s automatic call distribution is a powerful tool for offices and call centers. It automatically finds the best available operator and routes calls, which helps improve company productivity. Additionally, this ACD system manages contacts from different channels, including chat, social media, websites, mobile, and email.

Nectar Desk operates in the cloud, so your call center is not limited to a physical location. Instead, it works seamlessly for single-location offices, multi-office networks, and remote agents. As a result, the system ensures that every caller reaches the most suitable operator. Furthermore, ACD distributes calls based on custom rules that you set. Our advanced ACD can sort calls by time, user percentage, or agent expertise.

Route incoming calls to available agents.

Reduce waiting time experience for callers.

Increase productivity of call center agents.

Use real-time monitoring of agent availability

Use automated call routing based on your criteria

Maintain workload balance and prevent burnout

Smartly Route Inbound Calls with Nectar Desk's ACD

Efficient routing helps businesses provide fast and effective customer service. Nectar Desk’s automated call distribution system directs calls to the right agents based on availability, workload, and skill level. This automation improves response times, boosts customer satisfaction, and simplifies communication.

The easy-to-use drag-and-drop interface lets users set up routing rules in seconds. Changes can be made anytime to keep flow efficient as business needs change.

Nectar Desk offers multiple distribution methods to meet your specific needs:

  • Linear Distribution – Calls are assigned in a fixed order, always starting from the first agent in the sequence and moving down the list.

  • Simultaneous Distribution – Incoming calls ring on all available extensions at once, allowing the first available agent to answer.

  • Uniform Distribution – Calls are directed to the agent who has handled the fewest calls, ensuring an even workload among team members.

  • Weighted Distribution – Calls are allocated based on predefined weightings, assigning more or fewer calls to agents depending on their specific skills or experience.

  • Round-Robin – Calls are assigned in a rotating order, ensuring equal distribution among agents over time.

ACD

Automatic Call Distribution &
Skills-Based Routing Solution

Our software provides a time-of-day call routing feature. This allows contact centers to direct calls to different departments and agents based on the time of day. It is especially useful for businesses that operate across multiple time zones. Additionally, it can be used to forward calls to a phone after business hours.

Similarly, skills-based routing helps call centers connect callers with the right agent or department based on their needs. In most cases, the caller’s selection in the IVR system determines where the call is directed.

Reasons to Choose Cloud ACD Call Center Software

Intelligent Call Routing

Automatically direct calls to the most suitable agents based on availability, skills, and workload, reducing wait times.

Easy Setup & Customization

The intuitive drag-and-drop interface allows quick configuration of call routing rules without technical expertise.

Scalability & Flexibility

Cloud-based infrastructure lets businesses scale up easily, adapting to changing call volumes without expensive hardware.

Improved Agent Productivity

Features like call queuing, priority routing, and workload balancing help optimize agent performance and efficiency.

Real-Time Monitoring & Analytics

Track your flow, agent performance, and customer interactions with live dashboards and detailed reports.

Integration Capabilities

Connect with CRM systems, helpdesk platforms, and other business tools for a unified communication system.

Powerful alone,
but even better with:

FAQs about Automatic Call Distribution (ACD)