What is Automatic Call Distribution?
Automatic Call Distribution (ACD) simplifies call management by queuing incoming calls and assigning them based on set criteria. Working alongside Interactive Voice Response (IVR), an ACD system helps contact centers efficiently handle large call volumes and quickly connect callers to the right agent.
GoTo Contact Center uses ACD software to efficiently assign calls, whether distributing them evenly among agents, directing them to the least busy agent, or connecting them to the most qualified representative through skills-based routing.
Elevate experiences with an ACD system
For Agents
GoTo Contact Center enhances automatic call distribution with skills-based routing, ensuring agents handle calls aligned with their expertise. ACD helps minimize unnecessary transfers and wait times, which improves first-call resolution rates.
ACD software also helps balance agent workloads by evenly distributing calls to help prevent burnout and keep morale high. With automated queue management, agents can shift their focus from waiting for assignments to actively assisting customers.
Enable Intelligent Call Routing with GoTo Contact Center
Easily route calls to the agents best equipped to handle them in just four simple steps:
- Sign in to GoTo Admin.
- Click + Add Call Queue.
- Enter a Queue Name and select Intelligent Call Routing.
- Click Save, then open the queue to configure the settings:
- Assign skills to agents.
- Add caller info nodes for skill-based routing.
- Set fallback rules for unmatched skill requests.
- Ensure the customer-facing number routes correctly.
GoTo Contact Center is more than just an ACD system
Everything you need to improve support efficiency, including:
-
Supervision des appels
Coachez les agents et dynamisez leurs performances grâce aux modes Écoute, Chuchotement et Intervention. -
Interactive Voice Response
Improve efficiency with a simple and seamless self-service call experience. -
Acheminement intelligent des appels
Améliorez la résolution des premiers appels en redirigeant automatiquement les appelants vers la bonne personne. -
Analytics
Track call volumes and agent performance in real time to make data-driven decisions. -
Portail d'administration unifié
Gérez les paramètres du centre de contact et du système téléphonique dans un tableau de bord centralisé. -
Éditeur de plan de numérotation visuel
Configurez des flux d'appels grâce à un éditeur avec la fonction glisser-déposer, sans besoin informatique.
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Frequently Asked Questions
Smart connections. Seamless support.
Maximize efficiency with automatic call distribution software included with GoTo Contact Center.
