What’s Automatic Call Distribution, or ACD? (+ How It Works)

- 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.
(upbeat music)
Two minutes.
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.
Cool.
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?
Okay, alright.
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.
I'm Done.
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?
A fan?
Mist?
mist on the face?
Something?
Ugh, I need more deodorant.
(upbeat music)
(mouse clicking)