On-demand ACD

The inContact ACD (Automatic Call Distributor) provides advanced contact handling and routing functionality. Sold as an on-demand service, usage is billed by the month, and can be adjusted up or down as business needs change.

With our solution, you can overlay inContact on any existing PBX and avoid integration hassles. And with our hosted ACD software you now can support a single location, multiple locations or at-home workers with skills-based routing for voice, email, fax or chat. Deploying the inContact on-demand ACD software will help improve customer satisfaction and increase profitability.

What is an on-demand ACD system?

ACD systems route inbound and outbound calls on predetermined criteria to streamline the customer/agent interaction. The inContact on-demand ACD goes far beyond just call routing to manage multiple contact queues, route by skill and availability, provide caller-specific information each time the call is transferred and manage hold time.

How does an ACD work?

Basically, an ACD processes many incoming calls simultaneously and distributes these calls to the next available agent. With an on-demand ACD service, the customer won’t receive busy signals or be sent directly to voicemail; instead callers are informed that their calls will be answered in the order received. ACD service gives callers information and options that would otherwise be unavailable.

What are the appropriate conditions for ACD service?

An ACD queues calls in the order they are received until the next available agent can answer the call. ACD service is appropriate in any environment where there are more incoming calls at a given time than staff available to keep up with the call volume.

How do I manage an ACD I can’t see?

With inContact, of course! Your ACD is the heart of what makes your contact center effective. Managing the configuration of the ACD is easy through inContact via a web-browser and any internet connection. We give you the control to make modifications to suit the needs of your business at any time. Reporting interfaces give you the ability to see the current call detail, status of your agents, condition of your service levels, etc. Even complex routing and call flow modifications can be made using the innovative drag-and-drop programming toolset. You have all the control you need to get the results you're after.