Customer Engagement
Talkdesk automatic call distribution and call routing software for inbound calls.
Improve call handling with our automatic call distribution software—minimize wait times, ensure seamless connections, and boost customer satisfaction by routing calls to the right resource the first time.
Optimize customer interactions with advanced automatic call distribution software.
Backed by Talkdesk Customer Experience Automation’s (CXA) multi-agent orchestration, our automatic call distribution software adapts in real time across channels and systems—eliminating manual handoffs and improving speed to resolution.
Enhance call routing for swift resolutions.
AI-powered routing dynamically matches each inquiry with the best-qualified agent or AI agent, ensuring quick, efficient resolutions.
Personalize customer interactions with automatic call distribution software.
Draw from contextual data to personalize every call—identifying VIPs, predicting needs, and orchestrating seamless experiences across IVR, CRM, and back-office systems.
"By implementing Talkdesk, a contact center solution unified globally, ASSA ABLOY Global Solutions Hospitality’s customers will always be able to reach someone who can support them 24/7, 365 days a year."
Marius Lauritzen Global Service Manager at ASSA ABLOY Global Solutions Hospitality
Accelerate value delivery with skills-based call routing.
Leverage orchestrated intelligence through Talkdesk automatic call distribution software to connect customers with the right agent or AI assistant—matching skills, language, and business rules to maximize accuracy and minimize transfers.
Drive continuous improvement with call monitoring and reporting.
Unlock the power of data-driven decision-making with our comprehensive call monitoring and reporting features. Improve agent performance and service quality by analyzing trends, identifying areas of improvement, and optimizing call center operations. Our suite of tools, including call monitoring, conferencing, and reporting, provides supervisors with a holistic view of interactions for continuous coaching and making informed decisions to ensure better performance.
Customers love Talkdesk.
Rated 8.2 out of 10 based on 682 reviews and ratings on
FAQs.
Automatic call distribution uses Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) systems to direct callers to the right call center agents or departments. It improves operations by increasing first-call resolution and improving the overall customer experience. Automatic call distribution software makes it easier for companies to implement automatic call distribution measures by providing out-of-the-box CTI and IVR features for call centers.
Call routing software directs incoming phone calls to specific destinations or recipients based on predefined criteria. It uses various algorithms and rules to determine where to send an incoming call, such as routing it to the most appropriate agent, department, or location within an organization.
Interactive voice response is the external-facing side of call routing. It is the customer self-service technology that gives callers an opportunity to explain their query and/or select which department is the best fit for them. Automatic call distribution is the internal side of the same interaction. It redirects the customer’s call within the contact center, based on the information provided by IVR and other factors. Because IVR and ACD are dependent on each other, it is common to find call center software, such as Talkdesk automatic call distribution software, that offers both.
