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 an excellent platform on which to connect with customers across a variety of communication methods such as phone, chat and email. It provides well developed tools to monitor performance and deep integration across the various apps. The cloud based approach allows colleagues to work remotely and connect across all of our sites easily and has helped during the current COVID-19 pandemic.
Hernan G. Talkdesk is such a great software to provide the best customer service experience by getting different communication channels so the custmers can choose the easiest option for them, voice or text. Besides you can categorize every request in order to build the best reports to better understands customer needs and after that you will have the option to automate some of your processes. Definitely a great tool.
Manual calls are now the thing of the past for my team now. We can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world! I love the fact Talkdesk provided a free trial period that allowed my team and myself to see how useful it could be to our organization. The bar was set so high with Talkdesk that we felt it was in our best interest to keep using it long term. You cant beat the ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. This is a great product! - Kenley B.
Talkdesk is very easy to use. It is user friendly and I get to do more QA task because the interface is not complicated. Recordings are clear and all interactions are indeed recorded. I hope all companies use Talkdesk especially those who have QA monitoring in their KPIs.
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