Anywhere365 Dialogue Cloud platform Glossary

This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.

What is Automated Call Distribution?


Automated Call Distribution (ACD) is most commonly used for the technological solution that answers calls. But it also filters them and routes them to certain agents based on a pre-set of distribution rules. Doing this, the customer experience improves. Automated Call Distribution makes sure call systems won’t be overloading and that callers don’t end up in a continuous loop. Automated Call Distribution is also useful for handling inbound calls after business hours and to generate automated responses for FAQs. 


How does Automated Call Distribution work?


ACD distribution uses a programmatic set of rules. These are based on multiple factors like time of day or amount of call traffic. But also on origin of the telephone number, same language, skill-set, and so on. Important queries go to their agent of choice, the longest in the queue go to the front of the line. Others go to voicemail or get a call back request. 

Other types of ACD are:

-fixed (calls immediately routed to a group of agents)
-round-robin (callers routed in a loop to distribute evenly among agents), and
-weighted distribution (calls routed according to agent weights) 

Furthermore, CTI (Computer Telephony Integration) links a company’s telecom to its CRM software. In combination with ANI (Automatic Number Identification) this allows syncing and recognizing incoming calls. This way, a company is able to immediately recognize calls from high priority customers and send them to their assigned account manager right away.


Direct Call Routing Capabilities

Anywhere365 offers its own direct routing capabilities to effectively improve the customer experience, based on skills, last agent, CRM information or machine learning. Multiple options are available, like IVR and Integrated Chat Response (ICR). These improve customer service and reduce costs. Furthermore, intelligent routing boosts agent productivity, and leaves only the complex conversations for live agents. Last, Timeline and Power BI reporting, to capture, analyze and archive all customer interactions across the full customer journey. 

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