Customer Engagement

ACD software.

Route inbound calls to agents based on customer data, IVR selection, business hours, and agent skills to optimize each customer’s experience.

ACD software.

Call routing for great customer experiences.

Automatic Call Distributor (ACD) software forms the backbone of Talkdesk’s cloud contact center software. ACD is a telephony system that works with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) systems to answer incoming calls and route them to specific agents or departments.

Route the right call to the right agent.

Route the right call to the right agent.

With ACD, inbound calls will be routed to the specific agent or department that is most qualified to address the customer’s needs, increasing first call resolution and customer satisfaction.

Deliver a personalized customer experience.

Deliver a personalized customer experience.

The ACD can collect relevant data to influence and personalize routing decisions. It can quickly identify VIP customers who can skip the waiting queue and be routed immediately to the most appropriate agent.