Hosted Automatic Call Distribution (ACD)

 
Hosted automatic call distribution (ACD) lets organizations distribute large volumes of incoming phone calls, and route calls to specific agents. AeroCom’s partners offer cloud-based ACD platforms that provide significant savings in operating costs, and improve customer service by routing inbound calls to the appropriate recipient, based on customizable parameters.

This automated calling platform empowers organizations to quickly determine the reason for each inbound call and solicit additional information regarding automatic number identification (ANI), interactive voice response (IVR) or caller ID, before instantly routing it to the best agent.

More sales, and better customer service

Hosted automated call distribution systems offer numerous advantages over the older generation of in-house PBX and hardware systems operated by organizations. Instead of investing in legacy systems, savvy decision-makers choose cloud-based automatic call distribution because of its flexibility and scalability.

Hosted ACD supersedes costly hardware-based systems

Features & benefits

One critical advantage of hosted ACD services is the ability to intelligently match callers with the appropriate contact-center agents – Instead of blindly dumping calls into an unsorted queue, the platform deftly routes each call to the best available agent. By carefully apportioning incoming calls, organizations improve efficiency, increase sales and improve customer service.

ACD lets customers choose how they want to interact with your organization

Integrated, blended queue with automatic call-back

The hosted automatic call distribution platform saves money and improves customer service by creating an integrated, blended inbound-outbound queues in which voice calls, e-mails, chat messages, and social media inputs are all visible to the call agent or employee. Whether for inbound or outbound calling, automated call distribution reduces waiting time for agents and callers alike.

Armed with better information through the platform’s blended communications channels, call agents sell more products and provide better service. And, the platform automatically calls back anyone who is mistakenly disconnected or doesn’t want to wait in queue.

Skill-based call routing increases sales and improves service

ACD offers companies a winning competitive advantage through the power of skill-based call routing. The automatic call distributor platform lets organizations quickly screen calls according to multiple parameters, including specific product and service offerings, customer status, agent experience and other qualifications in order to increase sales, reduce operating expenses, and streamline operations. Each call is automatically directed to the specific agent or staff member best qualified to serve that caller’s needs.

When inbound call volumes rise and quality of service is under pressure, IT decision-makers use ACD to balance the loads and optimize the outcomes of calls.

Leverage the power of CRM applications

In addition to optimized call-routing, hosted automatic call distribution also leverages data from customer relationship management (CRM) applications in real time, such as Salesforce, Microsoft Dynamics CRM, Oracle RightNow, or even custom-built applications, so agents receive additional marketing intelligence to close more sales, and bigger sales.

Interactive voice response (IVR) saves time and money

The hosted ACD platform uses interactive voice response to quickly lead inbound callers to their destinations within the organization. IVR reduces the operating costs of waiting times by both callers and agents and, most importantly, it improves the customer experience overall.

Easy to use

Hosted automatic call distribution is easy to use, even for non-techies. Best of all, the platform features intuitive, customizable interfaces for customers, agents and managers, so adoption and deployment of the platform is eagerly welcomed by callers and call agents alike.

To learn more about the competitive advantages and benefits of hosted automatic call distribution, contact AeroCom today.