Learn about Automatic Call Distribution (ACD) and how it efficiently routes incoming calls to the right agents or departments. Discover how it helps manage peak calling times, increases efficiency, and improves customer satisfaction. Find out how to get ACD for your business.
The video discusses various marketing strategies and techniques for increasing brand exposure and customer engagement. It also touches on the importance of social media presence and the impact of digital advertising on consumer behavior. Additionally, the video emphasizes the need for personalized marketing approaches to cater to individual customer preferences.
- What's up?
I'm Jessica at Nextiva, and I'm here to talk to you
about automatic call distribution, what that means,
how it works, and why it's important.
Most consumers will only wait on hold
for up to two minutes, according to a recent study
conducted by an outsourcing consulting firm.
And I bet that seems like a lot more time than it is.
So I'm going to attempt to explain a possible solution
to these hanger uppers,
automatic call distribution in less than two minutes,
and the clock is already going.
First up, what is an automatic call distribution system?
It's a software for your phone system
that answers the incoming calls
and routes them to specific agents
or departments within a company.
For example, you can have sales calls
routed to high-performing sales agents,
or if you have VIP customers,
it'll route them to the VIP support queue.
It's that simple.
Here's a bonus fact, because I have a little extra time.
Automatic call distribution is often called ACD for short.
That's also faster to say,
so we're gonna use the acronym for the rest of this video.
How does ACD work?
The software evaluates incoming caller's number,
figures out why the person is calling by using, for example,
an intelligent virtual agent, or IVA for short.
It's like an auto attendant.
I don't have time for that right now.
I'll explain it another video.
Back to what I was talking about.
ACD then puts the caller in the correct queue
for the right agent,
or offers to all the caller's place in line
and call them back
when they've reached the front of the queue.
It also documents all of these stages
and creates call logs for further analysis.
There's also a bunch of routing options you can choose from.
But I'm running out of time.
So learn more about those
by following that blog link in our description.
Why use ACD?
You can manage peak calling times with ease,
increase efficiency, increase customer satisfaction.
Everybody wins when callers can reach the correct agent
in the shortest amount of time.
Speaking of time, how much do I have?
Interested in getting ACD for your business?
If you're using Nextiva,
you might already have ACD built in,
but other companies offer it too.
Just check with your provider.
What time is it?
Not too bad.
Let's hope your customers stay online
at lease this long, too.
How do you normally route calls during peak call times?
Comment below, and we'll reply.
And be sure to give us a follow so you don't miss any tips
on simplifying your business software.
I'm Jessica at Nextiva.
Until next time.
Is it hot in here to anybody?
Can I get some water?
mist on the face?
Ugh, I need more deodorant.
PBX and ACD are telephony systems serving different purposes. PBX is a private network for both internal and external communication within an organization, featuring voicemail, call forwarding, and conferencing. ACD specializes in handling and distributing incoming calls efficiently using algorithms, typically used in call centers to ensure timely service.
Calls can be distributed in a variety of ways, including Automatic Call Distribution (ACD) systems which use algorithms to route incoming calls to the most appropriate agent based on factors such as availability, skill set, and previous interaction history. Skills-based routing is used to match incoming calls with agents who have the specific expertise needed to handle the customer's inquiry. Priority routing is used in situations where certain calls require immediate attention, such as urgent inquiries or high-value clients.
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