Automatic Call Distribution – ACD
Automatic Call Distribution (ACD) is a feature in a VoIP phone system that routes callers through call paths based on the information they provide. It involves collecting caller information, categorizing callers, and routing them to the right agent or department. ACD aims to streamline call volume management, provide fast assistance to callers, and reduce wait times. It should not be confused with Interactive Voice Response (IVR), which collects caller information while ACD analyzes and routes calls.
Automatic Call Distribution - ACD | What it is & Key Benefits | VoIP Vocabulary
Topics
- Automatic Call Distribution (ACD)
- VoIP phone system
- Interactive Voice Response (IVR)
Video summary
In this video, Nate from Get Voip discusses the basics of Automatic Call Distribution (ACD) in a VoIP phone system. ACD is a feature that routes callers through call paths based on the information they provide. The main steps of ACD are collecting caller information, sorting and categorizing callers, and routing them to the proper agent or department. The goals of ACD are to streamline call volume management, provide fast assistance to callers, limit call transfers and voicemail messages, increase first call resolution rates, and decrease customer wait and hold times. ACD should not be confused with Interactive Voice Response (IVR), which collects caller information while ACD analyzes and routes calls. ACD is just one part of the overall call center process. There are different call distribution strategies, including skills-based distribution, fixed order distribution, round robin distribution, idle time distribution, time-based distribution, and simultaneous distribution. Watch the video for more information.
Video transcript
hey everyone this is nate from get voip
in this installment of our voip
vocabulary video series we're breaking
down the basics of automatic call
distribution or acd for short let's get
right to it
automatic call distribution is a voip
phone system feature that automatically
routes callers through present call
paths based on information the caller
provides proper automatic call
distribution consists of three main
steps collecting caller information
sorting and categorizing callers
accordingly routing callers to the
proper agent or department call cues
acd's goals are two streamline high call
volume management
provide relevant and fast assistance
callers
limit the number of call transfers and
voicemail messages
increase first call resolution rates
prevent callers from repeating
themselves
decreased customer weight and hold times
though commonly thought of as identical
acd and interactive voice response ivr
are not the same
ivr collects key caller information
while acd analyzes that information and
sends calls through to the most
appropriate
best available call path
ivr directs customers through call menus
via pre-recorded voice props like to
speak to the billing department press
one
or
to access billing information please say
or key in your account number now ivr
collects data like the reason for the
customer's call
customer contact and account information
the agent or department caller needs to
speak to ecd is the technology that
sorts through the responses the ivr
system collects
routing and forwarding distributing
the calls to the best available agent
accordingly
think of ivr as just one part of the
overall acd process in order to keep
call centers running efficiently admins
can choose from a variety of call
distribution strategies sometimes simply
called routing strategies
skills-based distribution routes callers
to the agents that have the most
relevant skill set to best assist the
caller according to the specific issue
for example if a customer wants to know
the price of a new video conferencing
add-on feature they'd be directed to not
simply the sales department but to a
sales agent that specializes in the
video conferencing system fixed order
distribution routes calls according to a
preset agent order that starts from the
beginning at the end of each interaction
this means that if agent a is the first
on the list agent b is the second agent
on the list and agent c is the third
agents b and c will only speak to a
caller if agent a is busy agent a will
always be the first in line to receive
inbound calls even if they've already
handled 30 calls in the past hour
round robin distribution is more
equitable and follows a take turns
approach
agent a still takes the first call but
after that the inbound call goes to
agent b
the third inbound call goes to agent c
and the fourth goes back to agent a
idle time distribution sends calls to
the agent that has gone the longest
amount of time without taking a call
and time based distribution and routes
calls according to each agent's time
zone or set working hours
simultaneous distribution also called
simultaneous ringing distributes an
inbound call to all agents at the same
time and the agent to pick up their
phone first is the one that takes it
thanks for tuning in to our latest voigt
vocabulary video and be sure to check
out the playlist to see others much like
it and don't forget to share this video
subscribe to our channel and hit the
notification bell below to keep up with
our journey to simplify the voip world
till next time this is nate from get boy
[Music]
you
Dig Deeper
Automatic Call Distribution (ACD) in VoIP Phone Systems
In this installment of our VoIP Vocabulary video series, we're discussing the basics of Automatic Call Distribution (ACD). ACD is a feature in VoIP phone systems that automatically routes callers through specific call paths based on the information provided by the caller.
The process of automatic call distribution consists of three main steps:
- Collecting caller information: ACD collects key caller information such as the reason for their call, contact details, and any account information that might be relevant to the call.
- Sorting and categorizing callers: ACD analyzes the collected information and categorizes the callers accordingly. This helps in determining the best available call path for each caller.
- Routing callers to the proper agent or department: ACD efficiently routes the callers to the appropriate agent or department, ensuring that the caller reaches the most relevant person for their specific issue.
The goals of automatic call distribution are to streamline high call volume management, provide relevant and fast assistance to callers, limit the number of call transfers and voicemail messages, increase first call resolution rates, and prevent callers from having to repeat themselves. By implementing ACD, call centers can reduce customer wait and hold times, enhancing overall customer satisfaction.
Difference between ACD and Interactive Voice Response (IVR)
ACD is often confused with Interactive Voice Response (IVR), but they are not the same. IVR collects key caller information through pre-recorded voice prompts and menus, allowing callers to navigate through the options and provide the necessary data. On the other hand, ACD analyzes the collected information from IVR and directs the calls to the best available agent or department.
Various Call Distribution Strategies
Within the ACD process, call centers have the flexibility to choose from different call distribution strategies, also known as routing strategies:
- Skills-based distribution: This strategy routes callers to agents who have the most relevant skill set to assist with their specific issue. For example, a customer inquiring about the price of a new video conferencing add-on feature will be directed to a sales agent specializing in the video conferencing system.
- Fixed order distribution: Calls are routed according to a predetermined agent order. Agents receive calls in a specific sequence, starting from the first agent on the list. This means that agents further down the list will only receive calls if the first agent is busy.
- Round-robin distribution: This strategy follows a "take turns" approach, where each agent receives calls in a cyclical manner. After one agent takes a call, the next inbound call goes to the next agent in the sequence.
- Idle time distribution: Calls are routed to the agent who has gone the longest period of time without taking a call. This ensures that workload is evenly distributed among agents.
- Time-based distribution: This strategy routes calls based on each agent's time zone or set working hours. It ensures that calls are directed to agents who are available during specific time periods.
- Simultaneous distribution: Also known as simultaneous ringing, this strategy sends an inbound call to all agents at the same time. The agent who picks up their phone first is the one who handles the call.
By employing the most suitable call distribution strategy, call centers can optimize their operations, improve customer support, and enhance overall efficiency.
Thanks for tuning in to our voIP Vocabulary video. Be sure to check out our playlist for more informative videos like this one. Don't forget to subscribe to our channel and hit the notification bell to stay updated on our journey to simplify the voIP world. Till next time!
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