Customer Engagement

ACD Software

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

Call Routing for Great CX

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.

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 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.

Deliver a Personalized Customer Experience

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.

Call Monitoring and Reporting

The Talkdesk ACD solution provides you with call monitoring, call conferencing and call barging functionality. It also acquires data for real-time and historical reporting to enhance managerial practices and provide insight into team performance.

"Our number one goal is to make sure every customer is receiving an amazing experience."

Aaron Bata, Head of Customer Experience, Tuft & Needle

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