Automatic Call Distributor (ACD) software forms the backbone of Talkdesk’s call center software. ACD is a telephony system that works with a Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system to answer incoming calls and route them to specific agents or departments.
Talkdesk is born in the cloud, so whether you have one contact center or many, centralized or at-home agents, the Talkdesk ACD system finds the best agents to connect with your customers.
With ACD, inbound calls will be routed to the specific agent or department that is most qualified to address the caller’s needs, increasing first call resolution and customer satisfaction. For example, callers from Mexico will be routed to Spanish-speaking agents, callers seeking support will be routed to support agents and callers who dialed in to a promotional phone number will be routed to agents trained to respond to that promotion.
The ACD can collect relevant data to influence and personalize routing decisions. For example, it can quickly identify VIP callers who can skip the waiting queue and be routed immediately to the most appropriate agent. This ensures that your high-value customers are treated with extra respect, speed and care.
Talkdesk is a really intuitive system, it's simple to configure and offers a seamless experience for office-based and home-working Agents. It shows all the key metrics you need on Agent/Team/Operational performance and has a strong blend of real-time and historic reports. I'd confidently recommend Talkdesk to any customer-facing operation.
Talkdesk is an amazing software, that I love working with! It is great for our agents, and the support is always wonderful anytime we have issues. We use Talkdesk along with Salesforce to service multiple clients and teams, and it a software we can't live without!
I’ve used TalkDesk for almost a year now, and I’ve found it to be incredibly reliable. TalkDesk offers myself and my team the ability to communicate with our guests quickly and effectively during urgent, time-sensitive situations. We care able to track performance, including how much time agents are spending resolving issues which has been useful when creating a staffing structure and training. The recoded calls help us provide ongoing feedback to our agents we learn develop as a team. My one note of feedback would be that we are not able to make outgoing calls if there is an incoming call, which can sometimes be challenging to work around if we are trying to reconnect with someone urgently. Other than that, I am a big fan of TalkDesk and would highly recommend!!
I've converted to Talkdesk after years of utilizing another telephony system. Talkdesk by far has been an amazing and refreshing change of pace for our team. Everyone enjoys the seamless user interface and amount of Data available through Talkdesk. I also love that the option of syncing Talkdesk with other applications we may potentially use in the future is there.
Talkdesk makes it easy to operate nationwide from a single office space. Our local store teams are able to focus on the people in front of them and our Guest Experience team is able to deliver incredible service from a remote office. Admin and Reporting functionality is top-notch and the support team is always quick to help when we run into a problem.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.