Streamline your customer experience with an automatic call distribution (ACD) system
Improve customer satisfaction by efficiently managing the incoming call flow with Diabolocom’s automatic call distribution system.
Promote fast, efficient call handling
Streamline and optimize your customer interactions with Diabolocom’s call routing system (ACD). This Automatic Call Distribution system intelligently directs incoming calls to the most suitable agent or team based on your specified criteria, such as technical expertise, language proficiency, and predefined distribution rules. Diabolocom’s automatic call distribution system (ACD) significantly cuts down on average call handling times and reduces call abandonment, ensuring a superior customer experience from the very first call.
Prioritize your strategic contacts
Thanks to the information provided by your IVR or CRM, you can instantly assess the potential of your incoming calls.
Reduce waiting time and unnecessary transfers for your VIP customers by putting them directly in touch with the dedicated team with the automatic call distribution system!
Increase your agents' productivity
Diabolocom’s automatic call distribution (ACD system smartly allocates calls based on team availability and skills.
Route calls to agents who have been inactive for a long time. In the event of unavailability, redirect the call to the first available agent thanks to fluid queue management.
Select the routing modes best suited to your business: your administrators can configure ACD parameters independently and intuitively.
This enables you to enhance agent occupancy rates and effectively manage call volumes!
Infinite customization of distribution rules
Personalize call management with the automatic call distribution (ACD) system by classifying and assigning your prospects or customers to queues adapted to criteria such as: location, time, language, and caller status.
Establish queue positions based on waiting time, agent availability, and current and average call volumes.
Then direct the call to the most qualified agent, based on skills, activity and availability, or offer to call the customer back.
Explore the different customizations Diabolocom’s automatic call distribution has to offer.
The AI-enhanced solution
Harness the full power of Artificial Intelligence with Diabolocom to enhance communication between agents and customers. The Quality Monitoring feature allows you to track agent performance and understand their skills, enabling you to intelligently direct calls to the most qualified agents.
Integrate Quality Monitoring with Skill-Based Routing and Artificial Intelligence for a more efficient Automatic Call Distribution (ACD) system. This ensures that calls are always handled by the right agent, increasing efficiency and boosting customer satisfaction. Simplify your inbound call management with Diabolocom’s AI.
Additionally, collect data on all call center activities to pinpoint the strategies that lead to the highest customer satisfaction and conversion rates.
With Diabolocom's ACD solution
Reduction in abandonment rate
Reduction in waiting time
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"Diabolocom ACD allows us to set up a close file follow-up and to direct call distribution to the right agency and the right agent."
Discover the ACD solution by Diabolocom
Explore the functionalities provided by Diabolocom ACD solution to streamline your customer experience
Queue and peak-load management
Configure your queues and channels according to your criteria and priorities. Assign calls according to each agent’s skills to improve automated routing.
Customized routing and interaction
Integration with IVR, CRM and APIs enables specific call routing based on customer communication history.
Intelligent call routing
Diabolocom’s ACD lets you route a queued call to an agent based on a number of criteria of your choice, including availability, status, call volume and turnaround time.
Real-time quality management
Improve call distribution, agent assignment and queuing with supervision functions and real-time management. Reduce the volume of abandoned calls.
Adjusting strategy
Improve your routing strategy according to your performance indicators, thanks to reports and statistics.
Modify your ACD system settings in just a few clicks to improve call distribution and queue management.
Automatic callback
To improve customer satisfaction, the automatic call distribution system automatically calls back callers who wish to leave the queue.
Get the best of both worlds with the Automatic Call Distribution solution (ACD) by Diabolocom and Interactive Voice Response (IVR)
Enjoy the complimentary features of ACD and Interactive Voice Response (IVR)! It gives you a smart automatic call distribution solution that takes both the needs of your callers and your call center’s in-house requirements into account.
Design scripts in a few clicks where the choices made by callers can trigger a routing rule. For example, callers can be automatically redirected outside opening times. Increase and merge call distribution criteria with the ACD solution to improve your pick-up rate and caller satisfaction.
Frequently Asked Questions
What is an automatic call distribution (ACD) system?
An automatic call distribution system, also known as an ACD, is functionally a system that automatically routes calls to the most appropriate agent, group of agents or department to handle and process them as quickly as possible.
To automate distribution, the ACD relies on call routing rules that the contact center defines and sets according to its needs, resources and priorities.
These rules are based on data that is known, recognized or directly supplied by all modern call center softwares, for example: the regional or national prefix of calling numbers, the occupancy rate of agents, their skills, their break times, the average conversation duration, etc.
Once these rules have been defined, the routing engine – the heart of any ACD solution – automatically executes them and applies them to call flows in a way that is transparent to callers.
How does an automatic call distribution work?
An automatic call distribution works as follows:
- Step 1: Call identification and qualification on the IVR. The automatic call distribution (ACD) system sorts and transforms an undifferentiated incoming call flow into qualified sub-flows.
- Step 2: Call waiting. Once the call has been qualified, the caller is put on hold.
- Step 3: Call distribution. The ACD system distributes waiting calls according to the defined allocation rules.
What is the main function of an automatic call distribution (ACD) solution?
The main function of an automatic call distribution (ACD) solution is to automatically route incoming calls to the most appropriate agent or service, according to predefined criteria.
Automatic call distribution systems are 100% software tools. A cloud-based ACD like Diabolocom’s eliminates the need for your call center to manage physical servers, and more importantly, offers you endless possibilities to easily create advanced routing scenarios that minimize your customers’ waiting times and maximize your agents’ occupancy rates.
Although ACD solutions are most often used for inbound calls, this technology is also used in call campaigns to automatically distribute numbers dialed by a power dialer to available agents.
What's the difference between IVR and ACD?
Interactive Voice Response (IVR) is used by call centers to identify and prioritize incoming calls.
Unlike automatic call distribution (ACD), IVR interacts with the customer by inviting them to select the reason for their call via a voice menu. It then uses the information provided by the caller to route each call to the appropriate queue. For example, the call is routed to the sales department if the customer presses 1, or to the customer service department if he presses 2.
An automatic call distribution (ACD) system doesn’t integrate the caller’s choices. It uses predefined rules to distribute and route calls according to call volume, available agents and their skills.
By combining ACD and IVR, you can build call paths that minimize your customers’ waiting times, while taking into account your strategic priorities. For example, you can set up differentiated greeting scenarios with queue-cutting rules for your VIP customers, or automatically route part of your incoming traffic to an overflow call center during peak periods.
What are the advantages of an automatic call distribution?
The benefits of an ACD solution :
- Real-time adjustment: in just a few clicks, an ACD system can be adapted to optimize flow distribution, contact routing, queue management and peak-use management.
- Personalized exchanges: by adding IVR and ACD system functionalities to a call center solution integrated with CRM software, agents get to know their customers better. Exchanges are therefore richer, more individualized and faster. What’s more, VIP or high-risk customers can be quickly identified and routed directly to the right agent or department.
- Increased agent productivity: agents are connected to customers according to their specific skills, enabling them to handle only those cases for which they are truly competent. As a result, agents become highly productive.
- Improved KPIs: ACD system enables improved routing and peak management strategies to reduce call handling and queuing times. Customers can be called back automatically, further reducing waiting time. This ultimately leads to higher first-call resolution rates and greater customer satisfaction.
- Cost reduction: efficient call routing ensures effective management of human resources according to expected call volumes, and avoids wasting time connecting customers to agents.
What are the different types of call distribution?
In a call center, call distribution is crucial to optimizing efficiency and customer satisfaction. There are different types of call distribution:
- Uniform distribution: Each agent receives a call in turn, regardless of the time the call arrives. This system ensures a balanced workload among all agents.
- Skill-Based Routing: Calls are routed to agents according to their specific skills, ensuring that the caller is connected to the agent best qualified to meet his or her needs.
- Priority distribution: Certain calls are prioritized according to specific criteria such as customer value or urgency of request. These calls are routed first to available agents.
- Cascade distribution: If a specific agent or group of agents does not answer, the call is automatically redirected to another group of agents.
- Occupancy-based distribution: Calls are directed to agents with the least workload or shortest waiting times, to balance resource utilization.
- Distribution based on waiting time: Calls are routed to agents according to the waiting time of callers, with the aim of minimizing this waiting time.
- Geographical distribution: Calls are distributed according to the caller’s geographical location, often used by companies with several call centers in different regions or countries.
- Random distribution: Calls are randomly distributed among the available agents. This can be used for test purposes or in situations where other methods are not applicable.
These strategies can be combined or modified according to the specific needs of the call center to optimize efficiency and enhance the customer experience.
