ACD | Automated Call Distribution

Efficient Distribution of Incoming Calls

X-on ACD (Automated Call Distribution) systems distribute incoming calls to a group of terminals connected to agents.

The ACD system routes incoming calls to a variety of agents such as customer service, sales, technical support etc. based on a routing algorithm that dictates how the calls are distributed. This determines the best agent to respond to a given incoming call based on availability or skill set.

The caller may make selections from an IVR menu using the keypad, or the caller ID is used, or speech recognition may be employed to ascertain the reason for the call.

Agent Efficiency

Agent efficiency can also be improved by matching incoming phone calls with relevant data on their monitor via an on screen pop up.

The objective of an ACD system may be to spread calls evenly amongst agents, to improve agent efficiency, or to route calls according to the caller's enquiry or location.

X-on ACD can integrate with your existing communications infrastructure and make any extension a member of an ACD group, agents can even be located at another site.

Call Handling

Agents can be logged into multiple ACD groups, dependant on skills in handling particular enquiry types. Incoming calls can be directed to a group determined by the phone number dialled, an IVR menu choice made, or other factors such as account code.

Where a call cannot be handled immediately, the caller can be held in a queue while being informed of progress. Where pre-set queue times have been exceeded, the call can be directed to an overflow group or to voicemail.

X-on ACD provides total control over call handling, which ensures callers are best served and staff resources are used in the most efficient manner.

Management and Monitoring

Supervisors are able to monitor agent activity individually and also to monitor call queues. This enables supervisors to make decisions about agent allocation, particularly during peak times, and individual performance.

This information is available via console display and online reporting. Additionally, wallboards displaying real time call and queue activity assist in finding the correct balance between staffing and call handling demands.