Preloader

Get Efficient With Time

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Call Center Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Automatic Call Distributor

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered call centre.

Automatic Call Distributor

Routing By Caller ID

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Don’t Leave Behind The Drop Offs

With CZ ACD Our ACD for call center will elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Don’t Leave Behind The Drop Offs

Get Efficient With Time

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Call Center Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Automatic Call Distributor

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered call centre.

Automatic Call Distributor

Routing By Caller ID

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Don’t Leave Behind The Drop Offs

With CZ ACD Our ACD for call center will elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Don’t Leave Behind The Drop Offs

Get Efficient With Time

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Call Center Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Automatic Call Distributor

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered call centre.

Routing By Caller ID

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Don’t Leave Behind The Drop Offs

With CZ ACD Our ACD for call center will elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Advantage - CZ Automatic Call Distributor

Call Controlling Call Controlling

Call Controlling

With CZ ACD get multiple call monitoring and controlling options like live call barge in, call monitoring, call conferencing, whisper coaching etc. These features not only help administrators to train the agents but also let them intervene whenever necessary. CZ ACD can whisper the caller id to the tele caller before connecting the calls. A true friend of the agents!

Reports and Analytics Reports and Analytics

Reporting

CZ ACD empowers administrators with detailed insights into the calls coming in like time and day wise break up of calls, duration of calls based on the intent of caller, agent-handling time, agent wise Turn Around Time(TAT) summary etc. In addition to this, all the calls get recorded so that the administrator can review and use them for training purposes.

Queue Position Queue Position

Queue Prioritization and Rules

With C-Zentrix's Automatic Call Distributor administrators get greater flexibility in deciding and modifying the queue policy. For example the administrator can assign queue rules like First In First Out (FIFO), Least Recent etc for call distribution and can also decide how the call queue will function based on business objectives like high priority customers to be assigned first etc.

Integrations in Business Integrations in Business

Integrations Serve Multiple Business Objectives

Integration of CZ ACD with CZ Bar and IVR frees the enterprise of geographical restrictions. With this integration, even remote agents can handle calls with the same efficiency. Disposition updated on the call can be shared across platforms like CZ Omni, CZ LMS, CZ Helpdesk to maintain the customer’s experience throughout their journey.

Priority Set Priority Set

Set Priority

Skills can be prioritized as per the tele caller’s expertise. For example when two tele callers with english speaking skills are available to receive calls the CZ ACD will always connect the call to a tele caller with higher english speaking skill which signifies agent's better command over the language.

Multiple Queue Multiple Queue

Multiple queues support

Multiple queues support on a single Automatic Call Distributor. An administrator can create multiple campaigns or queues as per their business requirement or for different departments and agents can login to a single queue or multiple queues at the same time as per the need. Calls landing in a particular queue only get connected to particular agents who are part of that queue or campaign.

Skill Based Routing Skill Based Routing

SLA based call routing

Administrator can assign specific Service Level Agreements (SLA). For example, queue wait time should not be more than 15 seconds. In case a customer has to wait beyond 15 seconds then his call will be disconnected with a message and a commitment for an auto call back within a fixed time. The number will be pushed to the auto dialer of C-Zentrix which will automatically dial out the number and connect to the tele caller with the relevant skill.

Queue Position Queue Position

Queue Position and Queue TimeOut

The queue position of the caller can be determined and the expected waiting time can be notified to the caller. To ensure queue efficiency by reducing caller wait time, a timeout can take the caller for the next best action, such as an escalation queue or a voice mail box. Specific queue messages can be configured after the queue timeout takes place.

All The Rest All The Rest

And all the rest

CZ ACD offers call transfer between the agent and the caller. It also offers screen transfer when the call is transferred from one agent to another. Custom MOH (Music On Hold) for each queue, Auto SMS and email push in case of any call based trigger. CZ Automatic Call Distributor can be used for roaming agents - agents can login to the ACD from any workstation in different locations.

Frequently Asked Questions

Automatic Call Distributor automatically routes calls to the agents leading to reduced loss of time in manual call transmissions. It makes all the decisions regarding call routing and call control. It also manages the call queuing when the agents are busy and as soon as any agent is free, it routes the call to the available agent.

ACD uses algorithms to analyze incoming calls and direct them to the most suitable agent or department. It considers factors like agent availability, skills, previous call handling times, and the caller's input or information collected through IVR. This ensures that calls are efficiently distributed and resolved by the appropriate resources.

The benefits of ACD include improved customer service, reduced wait times for callers, better agent productivity, increased efficiency, and enhanced call management. ACD helps organizations streamline their call-handling process and deliver a more personalized experience to callers.

Yes, ACD can be integrated with various other systems and applications. Common integrations include Customer Relationship Management (CRM) software and IVR systems. Integration with CRM systems can enable the automatic lookup of customer records and personalize the call. IVR integration helps in efficient call routing.

IVR plays a crucial role in ACD by collecting initial information from callers and allowing them to select options from a menu. Based on the IVR choices made by the caller, the ACD system routes the call to the appropriate department or agent, reducing the need for manual call handling and expediting the resolution process.

Automated Call Distribution systems (ACD) can be configured to handle peak call times by automatically adjusting the call distribution rules. For instance, during high call volumes, the system may route calls to additional agents or prioritize certain types of calls to ensure efficient handling.

While ACD is primarily designed for inbound call routing, some systems also support outbound call distribution. In this case, the system can be configured to automatically place outbound calls from the dialer lists, such as customer callbacks, telemarketing, or appointment reminders.

Yes, ACD can be beneficial for small businesses, especially those with a customer support or call center function. Implementing ACD can help small businesses handle incoming calls more efficiently, improve customer service, and optimize agent productivity. With Cloud PBX, there is no call queuing. So, if the agent is busy, the call gets disconnected. While with ACD, the caller can wait in the queue. C-Zentrix ACD can inform the queue position to the caller in the queue.

Automatic Call Distribution is available in both cloud-based and on-premise configurations. Cloud-based ACD systems offer more flexibility, scalability, and no upfront costs, making them a popular choice for many businesses. On the other hand, on-premise solutions may be preferred by organizations with specific security or regulatory requirements.

Yes, an Automated Voice System can support remote or distributed teams. Cloud-based ACD solutions are particularly well-suited for remote setups as they allow agents to work from anywhere with an internet connection.