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’ve been using TalkDesk for a while now and the good thing I never had an instance of missing my work-related calls on my phone. A very clean user-friendly setup allows you to transfer calls to your hand-held devices or phones. And the best thing is call quality. I know TalkDesk uses Plivo call endpoints to route calls and I’ve also used Plivo in the past which has the best voice quality on VOIP calls. All in all, I’d def recommend TalkDesk to anyone who is looking out for a VOIP calling solution for your workplace.
Talkdesk has been reliable and convenient for our VOIP telecommunication needs. Talkdesk also adds value by recording our calls and enabling business analysis by tracking metrics like conversion rates, applying dispositions to calls, and assigning voicemails/ follow-ups to the correct team member.
In my company we use Talkdesk daily and we love it! It is super easy to use and we can call to different countries with no problems. The most important characteristic is that it is connected to Salesforce so that we can track our calls and also add personal data of customers or comments for future calls. We love this tool and have been using it for over a year. Would definitely recommend it to other businesses.
Talkdesk has increased our teams efficiency by keeping downtime low and call volume high. The simplicity of the platform and user friendliness allow us to train our staff faster than any other platform in the past. Although we would like to customize color templates, we are happy.
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