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.
I really enjoy how easily this app keeps track and control of the calls that the company receives. A big responsibility of mine within the company that I work for (Spothero) Is to do stats of the agents to track statuses and how we're doing so that we're making sure to be on track for our goals within our company. It's an extremely easy and manageable system for call centers.
Talkdesk is great! it is ver simple and easy to use. It is great for managing call flow and helps us to better server customers in our support department. I have been using talkdesk for about six months and so far I do not have any complaints. I would recommend talkdesk to anyone looking into it. It has been great.
Talkdesk has proven to be very reliable and resilient. We experienced very little down time and it is able to hold up to our highest call volumes. It easily allows us to scale quickly when are call volumes go from a hundred calls a day to over 3000. In the rare instance that we do experience an issue customer support is quick to respond and resolve. The only improvements I would really like to see are more customization on the reporting side. There are some statistics that we use in my company that I'm not able to find in the pre-built reports however our account rep is always willing to assist and pull reports for us when needed.
Talkdesk has truly revolutionised the way we manage our calls. Working in venue sales, our phones ring off the hook - and with several team members, this is a great way to tracking, logging, diverting (and the rest). The reporting abilities have also increased our efficiency - as we can track trends & individual performances. Highly recommend! Emma H
Talkdesk’s platform is truly revolutionary. Not only do you have enterprise ACD/IVR capabilities, but dozens of seamless integrated systems right at your fingertips, all without requiring any coding knowledge. The ‘clicks not code’ philosophy with automated task creation makes life simple and streamlines agent processes with ease. If you are looking to take your call center to the next level, look no further than Talkdesk.
Talkdesk is paving the way for the future of the Contact Center. If you are looking to stand up your contact center faster than anyone else with all the bells and whistles than Talkdesk is the way to go. They integrate well with most CRMs if they have an open API, and their APP exchange is a great way to layer on new products to your existing solution without having to go anywhere else. It is very seamless to do, and they offer 30-day trials to all their apps. That way, you can see if you like an app before purchasing. If you want an easy to use solution for your contact center, Talkdesk is your golden ticket.
Great tool, I use it every day for calling. It is extremely important to have a good connection be able to complete the coaching with our clients. Talkdesk enables us to have longer conversations and perform well with each client. It is very easy to use, and it is reliable.
Talkdesk has made my work day a lot easier since my company has started working with them. The feature that you are able to record and play back your calls has come in handy so many times. You are able to set an away message which for me was a very big deal as it gives me time to multitask which everyone always needs!! I love that you can easily check your voicemails as well and check your patient feedback from the call
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