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By Use Case
Use Freshdesk Contact Center (formerly Freshcaller)’s Automatic Call Distribution (ACD) system and delight your customers with fast responses by routing calls to the right agents.
Why use an ACD phone system to route calls
Transform the way your business operates with Freshdesk Contact Center’s Automatic Call Distributor (ACD) system. An efficient ACD phone system ensures that your calls are routed to the right agents in the shortest possible time. This way your customers will be happier and you’ll have fewer escalations to handle. Thus giving you more time to focus on your call center’s operations.
Gone are the days where you hired attendants to route calls. With Freshdesk Contact Center’s ACD combined with IVR capabilities, you can utilize your agents efficiently. You can be assured that your calls will be routed to the right teams. This way your team will spend more time attending calls that are of their expertise and spend less time transferring or dealing with irrelevant calls.
Direct your callers to the right departments with an IVR menu along with the ability to include self-service options.
Read more about IVR
Prevent your agents from burn out by distributing your call load intelligently.
Plan your holidays with Freshdesk Contact Center (formerly Freshcaller)’s holiday calendar. Create separate routing rules for holidays.
Read more about Holiday Routing
Customer calls may come in even after your working hours. Send your after business hours calls to voicemail or to another team in a different time-zone.
Read more about Business Hours Routing
Freshdesk Contact Center (formerly Freshcaller) will automatically let your callers know their position in the queue while they wait to talk to your team.
Freshdesk Contact Center (formerly Freshcaller) provides a variety of fallback options to choose from, ensuring that your team never misses another call.
Read more about Smart Escalations
Don’t let your customers hanging in a wait queue, give them the choice to opt for a callback.
Read more about Queue Callback
Stay on top of your phone team’s performance with Freshdesk Contact Center (formerly Freshcaller)’s real-time call monitoring capabilities.
Read more about Call Monitoring
Make data-driven decisions with Freshdesk Contact Center (formerly Freshcaller) reporting — build your own reports or choose an in-built one.
Read more about Reporting
A good ACD does not only distribute calls but it also gives you insights. If you want to ensure that your call center is operationally efficient then data is a must. With a visually stunning live dashboard and plenty of analytics, Freshdesk Contact Center makes a call center manager’s life a tad bit easier. With call monitoring, you can also listen or barge into calls in real-time to train your agents.
Freshdesk Contact Center (formerly Freshcaller) is built on the cloud and is accessible from anywhere (as long as you have an internet connection!). We live in a mobile world today, with Freshdesk Contact Center, your agents no longer have to be tied to their desks. The Freshdesk Contact Center mobile app (available on both iOS and Android) enables your agents to take calls on the go. You can also link calls to tickets and add leads right from your mobile phone. Your agents can be productive no matter where they are.
Integrations ensure that you are efficient operationally. You don’t want your agents to spend time looking up information on their helpdesk and switching tabs once again to make calls from their phone system. With Freshdesk Contact Center everything is in one place, your agents don’t have to waste time jumping from tool to tool anymore, they can look up customer information and make a call right from their helpdesk.
An Automatic Call Distribution or in short an ACD works along with an Interactive Voice Response (IVR) menu to ensure calls are routed to the right agents in your call center. An ACD phone system also provides other capabilities such as call monitoring and call analytics thereby giving you an overall picture of the efficiency of your phone teams. An Automatic Call Distribution (ACD) phone system can help improve your customer satisfaction by improving your response time and avoiding multiple call transfers.
An IVR is the first possible contact for your customers, once a call comes in, the IVR menu is played to your customers, based on their decision the call is sent to the right ream — this job of routing your call to the right team is done by an ACD. Basically the ACD kicks in once the IVR menu is played and your caller has made their decision.
Once a call comes into Freshdesk Contact Center (formerly Freshcaller) — your customers will hear an IVR menu, depending on how you have set it up, the caller will be sent to the concerned team and placed in a call queue. Here the caller may choose to opt for a callback or wait in the call queue till an agent is assigned to them. You may also choose from a variety of fall back options, every scenario is taken care of by Freshdesk Contact Center (formerly Freshcaller)’s ACD system.
It is incredibly easy to configure Freshdesk Contact Center (formerly Freshcaller)'s ACD system. Freshdesk Contact Center (formerly Freshcaller)’s ACD is code-free, you can build out call queues visually on an intuitive interface without any help from your IT team.
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