The Best Automatic Call Distribution Software Options

Whether your call center is large or small, finding the right automatic call distribution software will make all the difference. From improved efficiency to better first call resolution rates, ACD comes with a huge number of benefits.

But what is automatic call distribution software? And what features should you be looking for?

Before you read on, you should know that we can help you with your automatic call distribution software. We’re based in Atlanta and serve all of the southeast including Birmingham, Orlando, Miami, and Jacksonville. Click here to get a free quote.

What is Automatic Call Distribution?

Automatic call distribution, or ACD, is an essential component for any successful inbound call center. Automatic call distribution software uses a set of predefined rules to distribute calls to the right agent in the right department. Depending on the needs of the call center, the ACD can be configured to distribute calls based on skills, agent availability, priority, or other custom settings.

Some benefits of automatic call distribution software include:

Streamlined communication
Shorter customer wait times
Customers distributed to the right agent and department
Improved customer retention
Prevention of overloaded systems
Prevention of call looping
Increased efficiency of your agents
Improved first call resolution rates
Reduced call center ACD time

What is the Difference between IVR and ACD?

Even though IVR (Interactive Voice Response) and ACD are often mentioned together, they are not the same thing. Rather, IVR and ACD are two components of call center software that work together to improve the customer experience.

Both IVR and ACD are essential features for any call center. One of the biggest differences between the two is that IVR is the feature customers interact with. Following a prerecorded message, customers are prompted to interact with the keypad or to respond vocally, based on the nature of their call. IVR gathers information from the customers to get them to the right department.

Some IVR systems are even advanced enough to offer self-service options. Customers might pay a bill or request a prescription refill, all without speaking to an agent. Whether fundamental or advanced, IVR systems help customers get to the right place.

After the customer responds to the IVR menu, the automatic call distribution software takes over. Depending on the way your customer answers, the call will be routed to the appropriate agent. For example, questions about a bill would go to the billing department, while questions about pricing would go to sales.

Our Top Picks for the Best Automatic Call Distribution Software

Picking the right automatic call distribution software for your business can be overwhelming. Not all automatic call distribution software is the same, and with so many options out there, it’s hard to know where to even begin. That’s why we’ve put together a list of our top picks for best automatic call distribution software on the market.

Nextiva: Our number one pick for automatic call distribution software goes to Nextiva. As a feature-rich option that does it all, Nextiva is simply the best. Notable features include call pop, CRM integration, remote call management, and robust analytics, all in a unified communications platform.
Aspect: If you’re looking to increase the efficiency of your contact center, Aspect is an excellent choice. Aspect supports both inbound and outbound calls and offers features like omnichannel communication and self-service.
Five9: Five9 is one of the top platforms for automatic call distribution software. Some of its notable features include speech-enabled IVR, CRM integration, web callback, and call monitoring.
Ameyo: Ameyo offers solutions for SMB as well as enterprise-level businesses. Ameyo offers call monitoring, dialed number identification service (routing calls based on the location of the inbound call), and queue position announcement. With a huge variety of call routing methods, you can optimize the efficiency of your call center.
Avoxi: Avoxi is a contact center platform with rich ACD features, including a variety of software integrations. Call management, advanced IVR, automatic callbacks, and advanced analytics are just some of the features that come with Avoxi.
Twilio: Twilio is another excellent choice for ACD software. Workflow logic helps you route calls intelligently, while intent sentiment uses AI to analyze the emotions of callers, such as frustration levels.

Features of Automatic Call Distribution

Aside from the basic function of distributing calls, ACD software also comes with a variety of features. The features you need will depend on your unique call center. Here are some features of automatic call distribution software to look for:

Time-based routing: Time-based routing allows you to set up hours of operation and determine where calls are routed based on the time of day. Calls might go to the office from 9-5, and then to a voicemail or mobile number after hours.
ACD call routing: Most automatic call distribution software gives you a variety of call routing options. Round-robin routing distributes calls evenly to agents, where the first call would go to the first agent, and the second would go to the second agent, etc. Skills-based routing takes customers to agents based on the specific skills of agents and the needs of the customers. Priority based routing routes VIP callers through the queue faster.
ACD management: One of the benefits of automatic call distribution software is the ability to customize the system for your business. ACD management lets you customize call routing, analytics, IVR menus, and more.
CRM Integration: CRM integration allows you to seamlessly access customer data so that your agents don’t have to flip between screens.
Call queues: Call queues are essential to the management of your call center. Even with the best managed call centers, there will be times when customers have to wait. Queues keep the customers in line so their inquiries can be handled in an orderly manner.
Automatic Call Back: Customers hate long waits, but sometimes you just can’t help having a busy queue. Automatic call back allows your customers to continue waiting in the queue without staying on the phone. Once they’ve reached the front of the queue, customers receive a call back.
Analytics: ACD software gives you the ability to keep track of KPIs, such as first contact resolution, average handle time, or customer satisfaction. Look for ACD software with robust analytics and reporting.
Call monitoring: Being able to supervise and support your agents helps improve the operation of your call center. Look for ACD software with call monitoring features, such as call barge and call whisper.

The Right Automatic Call Distribution Software for You

Now that you know what ACD is and which features to look for, you understand how much automatic call distribution software can improve your call center ACD time and efficiency. Feeling overwhelmed by the number of options out there? OneStop Communications can help. We work with the best providers in the nation and can help you find the right solution for your call center.