If you are a business that values improving the customer experience, especially when it comes to business phone calls, an ACD phone system could be right for you.
ACD is short for automatic call distribution, a computer telephony integration that helps your phone system route incoming calls. The system directs inbound calls to the appropriate team member.
A well-thought-out routing strategy can make all the difference for your phone system. ACD system works hand in hand with an IVR system, which you can read more about here. Allow your phone system to prevent problems such as determining which caller you should prioritize, or what you should do if all of your agents aren’t available.
Once the IVR system determines the purpose of the call, the ACD system works as the distribution method to initiate the call routing. Having one service capable of handling both parts of the process is crucial to developing an integrated phone strategy.
An ACD system works to help contact centers reduce hold times, helping to improve your customer service capabilities. Whether you are a large call center, a small team, or have a different use case, your team could benefit from an improved ACD solution.
One size doesn’t fit all, which is why we give you the option to set up your ACD system the way it will work best for your team.
The process can be summed up in three simple steps:
Choose the best ACD configuration for your team. Yodel’s intelligent phone system gives you the options you need to find the perfect call routing solution.
Team members are arranged in a customizable fixed order, and calls are routed based on the list order.
Significantly reduce waiting time by notifying all team members at once about an inbound call. The first team member to respond will handle the call.
Calls will only alert available team members, and if none are open the call will be sent directly to voicemail.
This skills-based distribution system will prioritize team members based on pre-determined skill sets, such as expertise or efficiency.
Say goodbye to excessive wait times, and empower your inbound call process through ACD.
ACD helps direct the flow of inbound calls, in a way that maximizes your team’s time.
Direct appropriate calls that can be handled by new team members, or assist on more advanced calls with plenty of features to help coach and assist new team members.
Effective call routing leads to qualified team members handling important calls, helping to improve your sales strategy. An ACD system also works to reduce cost per call, helping you to get the most out of your phone communication.
Waiting times may be hurting your customer satisfaction levels. With ACD, you can reduce your hold times, and help your customers quicker. Help improve your customer service with this simple switch.
Create Your Trial Account And Receive A Phone Number
Easily filter to find specific area codes and countries. With 70 different country codes to choose from, you will be able to find a number that fits your business needs.
Invite Your Team Members And Assign Roles
Designate Admin, Member, and Guest roles to help your team have access to everything they need.
Make And Receive Calls
Take advantage of our Slack integration, or use our Web, Desktop, or Mobile apps! With plenty of options, your team can choose the system that works best for them!
Track And Record Calls
Use features such as call logs, and reports to monitor your call data.
Yodel has been a partner to us since day 1. As our Concierge Team has scaled over the years, so has Yodel's product. They've supported us in building meaningful relationships with our Recipients, which is part of our team's mission.