ACD AUTOMATIC CALL DISTRIBUTION SOFTWARE
Simplify the management of your incoming contacts
Automate call distribution for unrivalled customer service
The digiCONTACTS automatic call distributor is designed to facilitate the management of incoming call flows within a contact center, by automatically directing a customer to the nearest qualified agent.
Instantly improve customer experience in your contact center with our ACD software software and offer better and more efficient customer service
Optimize your inbound call management with our ACD software
Improve the routing of your incoming calls
Route incoming calls to specific queues, teams, agents or extension numbers. Define rules for routing calls according to priority, purpose, opening hours restrictions, etc.
Optimize the productivity of your call center agents
By concentrating only on the queries for which they are competent, your agents will save time and be able to answer a greater number of calls.
Adjust your call handling in real time
Thanks to real-time KPIs, implement adjustments: organize your queues, determine who should take high-priority calls,...
They trust our expertise: VSEs, SMEs and key accounts
The essential functions of our ACD Software
01
Intelligent automatic distribution
Efficiently distribute incoming calls from your contact center to your agents. Calls are quickly and automatically routed to a qualified and available agent, thanks to intelligent routing for optimal management of customer requests.
02
Queue management
Thanks to our ACD automatic distribution ACD, you can fully customize your queues according to your objectives and resources, ensuring optimal customer service even in busy situations.
03
Real-time supervision and allocation
With our ACD solution, you can monitor agent status, calls in progress and calls in queue, in real time. You can also create fully customizable user groups so that incoming calls are routed to the most qualified agents.
04
Intelligent routing
ACD automatic call distribution software enables incoming calls to be routed to different agents within a company, according to their availability, skills or other criteria.
05
Reduced waiting time
Faster resolution increases customer satisfaction. Our automatic call distribution software enables you to prioritize and route incoming calls to the right agent immediately, so that your customers receive fast, quality service.
06
Automated customer follow-up
Our automatic call distribution software can be coupled with other AI-based tools to further enhance contact center service quality. So you can be sure that your service team is always on hand, whatever the circumstances, while providing a positive customer experience!
Boost your telephone performance and customer conversions
Customers want immediate answers
More agent productivity
Reduced drop-out rates
Functions that complement our ACD software
Interactive Voice Server
Our ACD software can be coupled with an Interactive Voice Server (IVS). When a lot of customers are calling in, and advisors/agents are busy, it's a good idea to set up an interactive voice server to route and sort calls.
Artificial Intelligence: Automate your actions
Our software integrates the latest artificial intelligence and automation technologies to improve customer relationship management. With digiCONTACTS, take advantage of a high-performance, intuitive and 100% secure solution to facilitate the management of your incoming messages while improving your productivity.
Omnichannel
With omnichannel technology, you can unify the channels of communication with your customers throughout their journey on a single platform: Calls, SMS, Mails or Instant Messaging, your agents will be more responsive and efficient!
Interfaces with numerous CRM systems
Start improving your customer relations today with digiCONTACTS
F.A.Q. on our ACD software
ACD (Automatic Call Distribution) software is a cornerstone for any contact center or customer service department looking to optimize the user experience. At digiCONTACTS, our ACD solution offers automatic distribution of incoming calls, enabling smooth, efficient management of every communication. Thanks to intelligent routing based on precise criteria such as agent competence, call type or time of day, our ACD software ensures that every caller is quickly connected to the person best suited to meet his or her needs.
This technology is not limited to call distribution. It also incorporates advanced features such as IVR (Interactive Voice Response), queue management, and the ability to integrate with other communication channels such as live chat, social networks, or email, ensuring a seamless and personalized customer experience. With digiCONTACTS, you have a solution designed to improve the efficiency of your team, while optimizing customer satisfaction.
Integrating ACD (Automatic Call Distribution) software represents a major asset for your company, particularly for your contact center or customer service department. Firstly, this solution optimizes incoming call management, ensuring that each call is routed to the most appropriate agent, based on predefined criteria. This reduces waiting time for callers and significantly improves customer satisfaction.
What's more, integrating ACD software with your CRM and other communication channels (such as live chat and social networks) enables a 360-degree view of the customer experience, making every interaction richer and more personalized. This not only helps strengthen relationships with your customers, but also increases your team's efficiency by providing all the necessary information at your fingertips.
Finally, the use of ACD software such as that offered by digiCONTACTS contributes to a better distribution of resources, enabling your company to manage call flows more efficiently and improve the overall performance of your customer service. This technological choice represents a key solution for any company wishing to offer a superior customer experience while optimizing its internal operations.
Integrating Automatic Call Distribution (ACD) software with Customer Relationship Management (CRM) systems is not only possible, it's recommended to maximize the efficiency of your contact center. At digiCONTACTS, our Automatic Call Distribution solution is designed to work seamlessly with your existing CRM. This integration enables seamless synchronization between incoming calls and customer information, giving your agents immediate access to key data, such as interaction history, preferences and the specific needs of each caller.
Thanks to this connection, you can enhance the customer experience by personalizing communication and responding more effectively to requests. What's more, it helps your team make informed decisions in real time, increasing customer satisfaction and operational efficiency. Integrating our ACD software with your CRM will turn every call into an opportunity to strengthen customer relationships, while optimizing your company's internal processes.
Automatic Call Distribution (ACD) software revolutionizes call queue management by intelligently and efficiently distributing incoming calls to available agents. Thanks to this technology, your contact center benefits from a significant improvement in customer experience and operational efficiency. The software assesses the caller's needs and the skills of each agent to route calls optimally, reducing waiting times and avoiding unnecessary transfers.
What's more, advanced features such as time-based routing and call prioritization enable even finer-grained queue management, ensuring that urgent or high-priority calls are handled first. Integrated real-time reporting and analysis gives you an overview of performance and areas for improvement, helping your team to adjust workflows for optimal queue management. With digiCONTACTS, ensure fast, personalized handling of every call, enhancing customer satisfaction while optimizing service efficiency.
Yes, our ACD software is perfectly equipped to support telecommuting and remote working for your contact center agents. With our solution, your agents will be able to connect to the system from any location, provided they have a stable Internet connection. This means that inbound call distribution is managed efficiently, regardless of the agents' geographical location.
This flexibility not only enhances the satisfaction and well-being of your employees by providing them with a better work-life balance, it also ensures essential continuity of service, especially in the event of unforeseen circumstances or situations requiring remote working. What's more, digiCONTACTS' ACD software incorporates real-time performance monitoring and management features, enabling supervisors to maintain a high level of service quality, regardless of the physical distribution of the team.
The digiCONTACTS team can help you with your contact center equipment project. We are at your disposal to study your telephony project and advise you on the solution that best meets your expectations.
Our aim is to ensure that the implementation of our automatic call distribution software goes as smoothly as possible. We try to ensure that each of your employees quickly gets to grips with how our telephony solution works. Whether at your company or remotely, we'll teach your staff the best practices for using our software optimally.
We're with you every step of the way, with technical support available 6 days a week from 8:30 a.m. to 12:30 p.m. and from 2 p.m. to 6 p.m.