Best Automatic Call Distribution (ACD) Software

Best Automatic Call Distribution software are Knowlarity, Servetel, SparkTG, and CallHippo. It will help you distribute all the calls according to the load of each network without making the callers wait in the queue for a long time.

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List of 20 Best Automatic Call Distribution Software

Showing 1 - 20 of 34 products

Emergents | 2024

Call center software for startups and small teams

Freshdesk Contact Center (formerly Freshcaller) is a cloud-based call center solution. You can set-up your business call center in 2 minutes. You can focus solely on scaling your business without having to worry about the complexities of managing a call center. Learn more about Freshdesk Contact Center (formerly Freshcaller)

Emergents | 2024

The Virtual Phone System for efficient teams

DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversation is completely private. Read DialerHQ Reviews

Category Champions | 2024

The Virtual Phone System for Super Efficient Teams

CallHippo, the most powerful and easy-to-use VoIP based Virtual Phone System, which takes your business productivity & sales engagement to the next level. Read CallHippo Reviews

Most Reviewed

Category Champions | 2024

ACD Software by Servetel Communications

Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions. Read Servetel Reviews

Category Champions | 2024

Telephony Solution for Growing business

SparkTG is a Cloud-based Contact Centre Solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete contact center tracking by real-time dashboards, reports & recording. Read SparkTG Reviews

Emergents | 2024

Avaya build a better customer experience by Improving Contact Center Operations. It streamline contact center operations and increase agent productivity. Read Avaya Reviews

Category Champions | 2024

Ameyo's call center software helps improve first call resolution, and automatic call distribution and reduces agents' idle time significantly, thereby boosting overall productivity. Ameyo endows with CX rich solutions which are easy to access & agent-friendly, yet affordable. Read Ameyo Contact Center Reviews

Emergents | 2024

Stay Connected with your Business, from Anywhere

Knowlarity is a leading cloud telephony solutions provider in India enabling streamlined business communication on the cloud. Switching to cloud solutions will upgrade the existing traditional contact center to a smarter virtual calling platform. Read Knowlarity Reviews

Category Champions | 2024

Call center software for sales and support teams

CloudTalk is a fully featured Call Center Software designed to serve Agencies, SMEs. This online Call Center offers Queue Management, Call Recording, Contact Management, VoIP at one place. Read CloudTalk Reviews

Category Champions | 2024

Best Automatic Call Distribution software

MyOperator is a cloud-based business phone system providing solutions like virtual phone numbers (toll free/non-tollfree), IVR, call management features like call tracking, call recording, live call transfer, callers' database, virtual receptionist and more. Read MyOperator Reviews

Category Champions | 2024

VoxDesk is a cloud-based contact center software program that supports users with call scripts, automatic calling, alerts, and more. Additionally, the platform provides capabilities like productivity monitoring, reporting and analytics, sales connectors, and more. Read VoxDesk Reviews

Emergents | 2024

ACD Software by Exotel Techcom Pvt Ltd

Exotel is a business phone system that offers features like Smart IVR for you Business. You can set up an efficient call routing/management/recording system in 5 minutes of cloud telephony device. Read Exotel Reviews

Contenders | 2024

Convoso is the best ACD software for the call center management. Having robust and reliable tool for the contact platform. Accelerate the sales productivity by improving conversion time and deliver instant services. Read Convoso Reviews

Contenders | 2024

Sale and marketing automation 100% growth

Kit19 is evolving everyday to include more features and better functionality aiming to use Machine learning in a way that it starts to think like you while also considering the trends to suggest changes accordingly. Read Kit19 Reviews

Contenders | 2024

Telecalling Software for Outbound & Inbound Calls

Tele Calling Customer Management Software Mumbai, India. Silver Surface is in the field of Tele Marketing Software development in India for 9 years and has given software solutions to customers. Read Silver Surface Reviews

Contenders | 2024

Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media & WhatsApp in one place. Read Ozonetel CloudAgent Reviews

Contenders | 2024

HoduCC Omnichannel offers a streamlined end-to-end communication solution. Its effective use of data allows seamless experience across all channels including Voice, Video, Email, SMS, Live Chat, Integration with Facebook, Twitter, Whatsapp for Business & Instagram. Read HoduCC Contact Center Reviews

Contenders | 2024

RingCentral is the award-winning ACD Software for communication and collaboration. It is the server-based, most flexible, customized and cost effective solution. Empower the workforces to be connected by voice, video calling, team messaging, collaboration, online conference meetings. Read RingCentral Reviews

Contenders | 2024

Best Auto Dialer Software in India | VS DIALER

A program used to automate outbound calls is known as a call center dialer. It comes in several varieties, all of which are customizable and typically coupled with your CRM system. When you do numerous outgoing calls, a call center dialer is among the most useful tools. Read VS Auto Dialer Reviews

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Contenders | 2024

Talkdesk is a leading cloud based call center software in the world. Which Create the call center your customers and agents deserve. It reduce average handle time and increase agent efficiency with automated workflows. Read Talkdesk Reviews

ACD Software Buyer's Guide

What is an ACD Software?

ACD software (Automatic call distribution)  is a call routing software that helps direct incoming calls to the appropriate representatives based on pre-defined business rules. These business rules could include several parameters such as call volume, wait time, incoming phone number, etc. It redirects the call to the right executive (or department) to resolve the customer issue.

ACD software is used to distribute all calls automatically according to the load in each network. Suppose your business is involved with an executive calling desk and directly converses with the clients or callers. In that case, these software platforms will help you balance the load equivalently amongst all executives working actively at a particular time.

What are the Features of an ACD Software?

An ACD software can impact the productivity and efficiency of the call center agents. The following are some key features of ACD software:

Features of An Automatic Call Distribution Software

1. Customized Call Routing

Call routing within the call center is a key aspect to help improve the efficiency and productivity of the agents working within a call center. Call routing ensures employees do not get overwhelmed with calls beyond their capacity. It is also essential to ensure customer satisfaction by directing the right set of customer complaints to agents equipped to handle these complaints.

2. IVR with Smart Directory

Another aspect of customers who dial in to call centers is that many of these queries are often preliminary. You can address them with simple steps without any human intervention. Directing customers through the Interactive Voice Response (IVR) feature of ACD software can save the user time and costs.

3. Call Queuing

In cases where the call volume is larger than the available number of agents to handle these calls, call queuing comes into play. It ensures that customers are put in a queue while keeping them engaged via customized messages during the on-hold time. This helps reduce customer anxiety while on wait. Besides, it assures that every customer issue will be addressed once an agent is available.

4. Queue Callback

Sometimes a customer may not be willing to wait in the queue for a long period. Queue callback provides customers the option to have the next available agent call them back. This feature enhances the customer experience by freeing them from spending more time waiting on the call.

5. VIP Callers

For every business, certain customers are considered to be more valuable than most others. Resolving any issues that these customers may have is paramount for the business. Automatic call distribution software comes with VIP caller identification, ensuring that these customers face minimal wait time and have their issues resolved quickly.

6. Blacklist Numbers

On the other end of the spectrum, call centers receive many calls from spam callers or bots. The blacklist feature enables the call center to filter out these numbers and ensures that the agents are used to cater to real customer issues that need their attention. It also helps move these customers faster through the queue.

7. CRM Integration

Customers usually call in with issues that need agents to take notes, requests, or make data entries. Having the company CRM integrated with the ACD software helps reduce the complexity of the tasks and improves the turnaround time for customer inquiries and requests.

What are the Benefits of ACD Software?

With the help of a well-integrated ACD software, a business can avail of several benefits. The key benefits are:

Benefits of Automatic Call-Distribution Software

1. Improved Customer Experience

The prime purpose of call centers is to improve the customer experience. Customers are not patient and often not great at expressing their queries or questions. Still, the company's single wrong foot can make the customer feel like they are not valued and tarnish the image of the customer. ACD software ensures that, at the very least, the customer is heard. If utilized well, this ACD software can improve the odds of resolution of the customer complaint. Ensuring that customers are not on hold too long, providing the agents with the relevant material to tackle a complaint, and guiding the user to the right department via IVR go a long way in improving customer experience.

2. Metrics for Data-based Strategy

Answering customer calls effectively is still only a part of the problem resolution. Ensuring customers never call back by analyzing the data generated through these calls is another key benefit. Repeat issues can be tracked and proactively addressed by the business before more users face the same issues. The data can also be used to track the effectiveness of the call center and individual agents. Managers can get more input in terms of agent performance via average call times, hold times, percentage of issues resolved, etc. to rate employee performances and reposition them to get the best out of their skills and experience.

3. Improved Call Coaching and Mentoring

Not all calls are the same. Some calls can take the agents back because of the tone of the customer or the sheer complexity of an issue. Automated call distribution systems, however, can help agents to prepare better for such issues. They can coach the agents better and equip them to handle future complex issues.

What are the Types of Automatic Call Distribution (ACD) Systems?

Depending on the business's need, ACD systems can follow one of the following algorithms to improve efficiency and customer experience. Based on call distribution methods, here are different ACD systems:

Types of Automatic Call Distribution Systems

1. Fixed Order

As the name suggests, fixed order ACD systems route calls to agents as per a pre-defined order. As per this mechanism, calls will get routed in the same order, and agents will only receive a call after the agent in line before they have been assigned a call. ACD software that uses this algorithm is used at call centers where the calls are large, and most calls follow a similar theme or pattern. Fixed order ACD systems are also effective in prioritizing certain agents over others.

2. Simultaneous Distribution

Simultaneous distribution ACD systems enable calls to ring for all agents simultaneously until an agent answers that call. The first agent to pick up the call handles it. This particular ACD software is utilized when customer response time is not the most important metric. Also, this algorithm is helpful when all calls are similar or generic, and there is no priority or preference between agents.

3. Time-based Routing

Most call centers face the issue of not having all agents available all the time. Agents can have varying times to take breaks, lunch, etc. This is where time-based routing ACD systems are helpful. Agents can set times for availability and have calls routed to them accordingly. If used effectively, time-based ACD systems can help improve productivity. 

Factors to Consider While Investing in ACD Software

Businesses should check for the following factors to ensure that they can get the most out of the ACD software:

Factors-to-Consider-While-Investing-In-Automatic-Call Distribution Software

1. Multiple Rule-based Routing Mechanisms

Businesses need to ensure that they can use the same software for multiple types of call routing instead of having to spend on separate licenses for each case. This way, a business can benefit by using the appropriate routing mechanism depending on the complexity of the issue, the user profile, or call volume entering the call center on any given day.

2. Easy-to-use Interface for Agents

Having a simple and easy-to-understand interface is critical to ensure that agents can get the best out of the software.

3. Easy Integration with Existing Backend Systems

The software should be modular and easy to integrate with the existing system and any future systems that may be added (or changed) to the back end as the company grows.

Latest Market Trends in ACD Software

ACD systems and software are constantly evolving to meet the growing expectations of customers. The following are some market shifts that businesses are experiencing concerning ACD software:

Latest Market Trends in ACD Software

1. A Growing Need for Personalized Routing

The entire world is moving towards personalization, and ACD software is no exception. Providing users with a tailor-made experience seems to be the growing trend in this market.

2. Continuity Call Routing

Users do not like to explain themselves whenever they need to have an issue resolved, especially when a call is transferred between agents. Having provisions to equip agents with the right information before conversing with the user is a step in the right direction for ACD software.

3. Sales Accelerating Routing

When users are at the point of making a purchase, businesses do not want to make them wait any further. Stitching the sales cycle directly to call center journeys is another key improvement to the software available today. ACD software is a way to improve customer satisfaction, productivity, and efficiency of the call center. Having the agents equipped with the right software can help them address customer issues the first time and leave a positive image on the disgruntled customer.

FAQs

Free ACD software is free to download. The vendors of free ACD software make money using SIP connector, outbound calls, and phone number rental.

Open source ACD software, on the other hand, enables you to modify and customize its functions as per your needs. It can also be easily integrated with the already existing software solutions in your organization.

Additionally, open-source ACD software is ideal for businesses that are security-conscious and want highly secure solutions for their business.

The cost of a high-quality Automatic Call Distribution software depends on the number of unique and sophisticated features it offers. You need to contact the vendor for pricing details.

Last Updated: January 29, 2024