Automated Call Distribution


Here’s How Automated Call Distribution Works

One of the extremely helpful office and call center tools is the Automated Call Distribution ACD by Nectar Desk. It automatically pinpoints the aptest operator or employee on call and distributes phone calls, thus improving company productivity. This ACD call center software manages the contacts from all accessible channels including chat, social networking, website, mobile, and email. Due to the fact that Nectar Desk is in the cloud, your Call Center is not limited to any physical boundaries. As a result, it is inconsequential whether you have only one Call Center, multiterminal network software or remote operators. Therefore, the Nectar Desk ACD Contact Center determines the most fitting operator to manage (answer) every caller’s request.

Automatic Call Distribution means the division of the calls you receive according to the custom-made regulations made by you and ACD software is designed to help you do so. On basic standards, your calls are dispensed in hunt group styles or linear priority, whereas, a more complicated ACD software system would make the organizational structure based on when the call is placed, the percentage of users, or the knowledge of a person in charge.

Route incoming calls to available agents.

Reduce waiting time experience for callers.

Increase productivity of call center agents.

Use monitoring of call queues and agent availability.

Utilize automated call routing system based on criteria.

Ensure a balanced workload and prevent agent burnout.

Modify ACD Call Center Routing Strategy

Easily applied drag-and-drop icons allow you to make your own virtually on any routing scheme in seconds. As a result, Automated call distribution helps manage business software to establish various channels and intercommunications in order to conclude which tool matches most clients’ requirements and needs on the basis of their history. All the adjustments are simply set up to your workflows.

Different standard methods of distributing calls can be chosen as per your preference, such as:

  1. Linear Distribution – automated call distribution occurs in a fixed order where each start is based on a chronological arrangement.
  2. Simultaneous Call Distribution – incoming calls are designated to any and all accessible extensions simultaneously.
  3. Uniform Distribution – starts from the operator who has managed the least amount of calls, and all calls are distributed uniformly, so the work amount is evenly spread out.
  4. Weighted Distribution – due to this method, the calls are allocated on configurable weighting, for example, different calls are allocated to customer service representatives with particular levels of skill
  5. Round-robin – similar to the linear method, where each call is allocated in a fixed order, from one to the next.

ACD Day Call and Skills-based
Routing Solution

The majority of software platforms consist of the alternative to composing time-of-day call routing. Additionally, through the use of this feature, the contact center can lead calls to various units, files, or agents on the basis of the time of day. This component is beneficial for contact centers that work with diverse time zones. Moreover, this feature can also be used for diverting calls to a phone after a few working hours.

So, skills-based routing helps call centers address the receiving calls to the legitimate agent or office according to the caller’s requirements. The IVR choice of the caller decides this requirement in the majority of the situations.

ACD Call Center Percentage-Based Routing

This certain element functions in disseminating incoming calls towards varied destinations on the basis of a percentage-based ratio. Just in case your business works with two ACD call centers, one with the majority of some agents and the other with the remaining number, the percentage-based routing can distribute calls accordingly. Moreover, with automated call distribution software, you will be able to address more calls to the larger division as well as the remaining calls to the smaller one.


Reasons for Picking Cloud-based
ACD Software

Furthermore, the cloud-based automatic call distribution software is managed by a dedicated team, eliminating the need to allocate resources for hiring an IT professional. So, you save the company valuable.

Consequently, hosted ACD systems offer superior disaster recovery options, ensuring the continuity of your business operations even in the face of unforeseen events. With the ACD phone system accessible and hosted online, your contact points remain stable against the impact of natural disasters, safeguarding your ability to serve customers without interruption.

Powerful alone,
but even better with: