They say that two is always better than one. As call center technology is ever-evolving, different types of features come and go. However, IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) always come together to elevate each other with their individual features. Thanks to cloud-based technology, these features can be used for their maximum […]

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

Call centers everywhere know how crucial ACD systems (Automatic Call Distribution systems) are to making customers happy. It is no coincidence that the development and progress of ACD systems had paralleled the growth of the call center industry – ACD’s current capabilities dwarf what was possible before. This makes call center managers’ lives easier in […]

The ACD system is a brilliant tool. It effectively routes calls to agents using a variety of methods such as: Programmed Distribution – when a call center creates a custom distribution for their call center based on factors such as language, issue, topic or goal. Round-Robin Distribution – when a call center distributes calls to […]

Where would call centers be without Automatic Call Distribution (ACD)? It helps improve the customer experience. It keeps agents productive and it optimizes the flow of the workplace. There’s a reason for all of these benefits. ACD systems have unique features that bring out the best in call center agents and make it easier for […]

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

Automatic Call Distribution (ACD) call center software is one of the core components of a well-oiled call center. Of all the tools call centers use to control the flow of outbound and inbound calls, ACD call center software is the central technology that helps lower average call center queue time. And this is crucial for […]