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 phenomenal software that has really helped my company succeed. Working in the hospitality industry, we get hundreds of calls a day. Talkdesk helps us organize all of these calls and is able to save calls so that we can go back and listen to recorded calls as needed. It also easily connects the caller to their person account which is synced with Salesforce so all of the caller's info, notes on Reservations etc. is easily visible within seconds of receiving the call. Talkdesk also generates caller ID - so we know exactly who we are speaking with and can efficiently look up Reservation info.
We use TalkDesk to make all of our outbound calls and to manage all of our inbound support calls. The feature functionality of Talkdesk has been fantastic, the reliability of their platform & their quick and responsive customer support team has made Talkdesk one of the ONLY tools that our company uses that we don't reevaluate on an annual basis. Every other vendor we work with is routinely scrutinized and compared with other competitors, but because Talkdesk is such a consistently reliable & robust platform we value that experience that we've had with them over the years higher than any proposed value a competitor might offer.
TalkDesk is the best! Easy to use and can be used virtually anywhere. Login from the office, home, or even on the road. As long as you have an internet connection, you can use TalkDesk. I've even used the software during a hurricane evacuation working off my mobile hot spot.
Talkdesk is one of the easiest call centre softwares I have used, others in the past have been very cluttered and hard to understand. With Talkdesk the functionality is easy to manage and navigate, I was able to learn how to use all the benefits very quickly. I have to use this product every day and I have come across no major issues in the past year.
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