Best Automatic Call Distribution (ACD) Software
Best Automatic Call Distribution software are Knowlarity, Servetel, SparkTG, and CallHippo. It will help you distribute all the calls according to the load of each network without making the callers wait in the queue for a long time.
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List of 20 Best Automatic Call Distribution Software
DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversation is completely private. Read DialerHQ Reviews
Starting Price: Starting Price: $10 Per Month
Recent Review
"Got rid of 2 extra phones. What a relief." - Ralph K
Category Champions | 2023
The Virtual Phone System for Super Efficient Teams
CallHippo, the most powerful and easy-to-use VoIP based Virtual Phone System, which takes your business productivity & sales engagement to the next level. Read CallHippo Reviews
Starting Price: Starting Price: $20 User/Month
Recent Review
"CallHippo" - Bhavin Naik
Emergents | 2023
Flexible, Affordable, and Easy-to-Use Cloud Contac
AVOXI Genius is the first affordable cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. Learn more about AVOXI
Starting Price: Starting Price: $19.99 User/Month
Emergents | 2023
Call center software for startups and small teams
Freshdesk Contact Center (formerly Freshcaller) is a cloud-based call center solution. You can set-up your business call center in 2 minutes. You can focus solely on scaling your business without having to worry about the complexities of managing a call center. Learn more about Freshdesk Contact Center (formerly Freshcaller)
Starting Price: Available on Request
Contenders | 2023
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A B2B SaaS company for outbound call centers. We provide software for industries like telecom, finance, insurance etc. Thousands of agents are using Adversus daily for improving outbound prospecting in Europe and US based companies. Read Adversus Reviews
Starting Price: Starting Price: $150 Per Month
Recent Review
"Good Experience" - Vikas Manocha
Category Champions | 2023
RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized and cost effective solution. Empower the workforces to be connected by voice, video calling, team messaging, collaboration, online conference meetings. Read RingCentral Reviews
Starting Price: Starting Price: $19.99 User/Month
Recent Review
"Descent product" - Rahul Deewan
| Pros | Cons |
|---|---|
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Very easy to use and good UI. It takes very less time to get started. Good for meeting. Needs less internet bandwidth. |
The app gets crashed sometimes, all chat messages are not notified, sometimes doesn't allow to connect or join a meeting. |
Emergents | 2023
Voiso is a premium telecom software solution designed to streamline call center operations. In addition to customizable dashboards, agile historical reporting, and advanced call recording features, Voiso offers DID numbers from 120+ countries, only a few clicks away. Learn more about Voiso
Starting Price: Starting Price: $49 Single User
Category Champions | 2023
Convoso is the cloud-based solution for the call center management. Having robust and reliable tool for the contact platform. Accelerate the sales productivity by improving conversion time and deliver instant services. Read Convoso Reviews
Starting Price: Available on Request
Recent Review
"The best call center software!" - Jesse Frohling
| Pros | Cons |
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Pros: The best implementation and support team I have ever worked with. They help you set up everything and are always there for you when you need help or if there are any issues. The software is incredibly powerful and customizable. Its features far exceed any other solution in the market for outbound call center software. The predictive dialer increased our contact rates and with their hyper-accurate voicemail detector, we saved a lot of time and money. |
Cons: The admin interface could be improved to be more visually pleasing but the customization of the software makes up for it. |
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List Management, Real time Dashboard, Dynamic Scripting, Answering Machine Detection, Compliance Support |
It requires a newer computer and strong internet. |
Contenders | 2023
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Omnichannel Contact Center Software
HoduCC Omnichannel offers a streamlined end-to-end communication solution. Its effective use of data allows seamless experience across all channels including Voice, Video, Email, SMS, Live Chat, Integration with Facebook, Twitter, Whatsapp for Business & Instagram. Read HoduCC - Omnichannel Contact Center Reviews
Starting Price: Available on Request
Recent Review
"Best Call Center For small Enterprise" - Sindhav Bhagirath
| Pros | Cons |
|---|---|
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Best for small business like start up and small company. They provide excellent support to us regarding setup and use of call center software. They include all feature that any call center software required. In addition they also provide CRM integration in call center software. |
I dont have any bad experience in HoduCC. |
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I would like to highly recommend HoduCC software for small to large scale businesses. Social-Media integration is the best module in HoduCC. Support team is highly professional and available 24*7. They provide chrome extension as well. Chorme extension is very useful features in HoduCC. |
I have not experienced any major issues. |
CloudTalk is a fully featured Call Center Software designed to serve Agencies, SMEs. This online Call Center offers Queue Management, Call Recording, Contact Management, VoIP at one place. Read CloudTalk Reviews
Starting Price: Starting Price: $25 User/Month/Billed Annually
| Pros | Cons |
|---|---|
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Well sold to us! The integration into our crm and recording feature. |
Their terms and conditions are awful - really unfair on their customers. Their app is very weak. |
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Easy to use and very user friendly, can start immediately. Sales and support team especially Chia has been very helpful and responsive. |
Talktime charges for Singapore seem to be on higher side compared to other dialer even with preferential pricing. Will be good if can download all the call logs at one go and to sort them according to length of call |
Category Champions | 2023
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Everything you need for your business phone system
Save big on your business call bills. Set up your complete call management, IVR and toll-free number with unlimited users on MyOperator. Awarded SoftwareSuggest high-performer of 2022. Trusted by 7500+ brands. Read MyOperator Reviews
Starting Price: Starting Price: $34.71 Per Month
| Pros | Cons |
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Customer support |
Outgoing calls are extremely expensive restricting us from using the outgoing services. |
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Easy to use and monitor the campaigns |
Not easy to upload the script, if you want to change the greeting IVR |
Category Champions | 2023
Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions. Read Servetel Reviews
Starting Price: Available on Request
Recent Review
"Satisfaction with services." - Vasundhara Tyagi
| Pros | Cons |
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Everything |
Nothing |
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Onboarding |
Whatsapp integration |
Category Champions | 2023
SparkTG is a Cloud-based Contact Centre Solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete agent & contact center tracking by real-time dashboards, reports & recording. Read SparkTG Reviews
Starting Price: Starting Price: $13.89 User/Month
Recent Review
"The service was smooth and there were no technical glitches. " - Chitra Rawat
| Pros | Cons |
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The product is easy to use, not glitchy, and the customer support has always been very proactive. |
The product has been a perfect fit for us. |
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Features are most important like a detailed report of the caller. No downtime in the service. Anytime you can call for support. |
Add bulk SMS features in the dashboard. |
High Performer | 2023
Exotel is Asia’s largest cloud communication platform, supporting 4k+ businesses across India & SEA through calls & SMS for sales & support teams. Deploy a reliable & scalable solution for businesses of any size within 30 minutes. Read Exotel Reviews
Starting Price: Starting Price: $77.15 Per 3 Months
Recent Review
"We being in software firm have to handle various calls form our customers and other people daily. exotel has made our calling process simple and relaxed. Now we can listen clearly throughout the calls and help our cutomers in the best possible way." - Soumya Thakur
| Pros | Cons |
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It has helped us manage our calls in the best possible and effectiveway. |
Sometimes the international calls get disconnected. |
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We are gald we switched to this software for calling. It has helped us make the call process more relaxing |
there is no free-trial session available. |
Emergents | 2023
Knowlarity is a leading cloud telephony solutions provider in India enabling streamlined business communication on the cloud. Switching to cloud solutions will upgrade the existing traditional contact center to a smarter virtual calling platform. Read Knowlarity Reviews
Starting Price: Starting Price: $233.33 Per Year
| Pros | Cons |
|---|---|
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Their claim of stability and API |
Actually reality where nothing is plug and play and everything is riddled with issues |
Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media & WhatsApp in one place. Read Ozonetel CloudAgent Reviews
Starting Price: Available on Request
Recent Review
"Excellent Features on a Reasonable Price" - Ashish Singh
| Pros | Cons |
|---|---|
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The customer support is by far the most impressive point. Features are by far are the same as compared to other companies but the customer support is great in Ozonetel which is evident. |
So far nothing and I hope it will go on like this in the future. |
Avaya build a better customer experience by Improving Contact Center Operations. It streamline contact center operations and increase agent productivity. Read Avaya Reviews
Starting Price: Available on Request
Recent Review
"Avaya review " - MANOJ SAHU
| Pros | Cons |
|---|---|
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Calling facility and productivity. |
Monitoring or Recording |
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Smooth Calling Experience & Easy Connectivity. |
Disconnects automatically as the traffic increases. |
Kit19 is evolving everyday to include more features and better functionality aiming to use Machine learning in a way that it starts to think like you while also considering the trends to suggest changes accordingly. Read Kit19 Reviews
Starting Price: Starting Price: $208.33 Per Year
Recent Review
"Its integrate my business into technologys, " - Shatrughna Sharma
| Pros | Cons |
|---|---|
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Its a single platform to manage sales,marketing,employees management, ticket management, invoice and quotation |
no words to say |
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Integration of all the leads at one place. |
Please do something more if we track field staff. |
Tele Calling Customer Management Software Mumbai, India. Silver Surface is in the field of Tele Marketing Software development in India for 9 years and has given software solutions to customers. Read Silver Surface Reviews
Starting Price: Starting Price: $0.69 Per Month
Recent Review
"Excellent Performance " - Karan Dighe
| Pros | Cons |
|---|---|
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Good UI |
Nothing, all are good. |
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i can add unlimited employee account |
unlimited employee account |
Category Champions | 2023
Ameyo's Contact Center Software helps improve first call resolution and reduces agents' idle time significantly, thereby boosting overall productivity. Ameyo endows with CX rich solutions which are easy to access & agent friendly, yet affordable. Read Ameyo Contact Center Reviews
Starting Price: Available on Request
Recent Review
"Highly recommended for any organization who dialing daily basics " - Aman Kumar
| Pros | Cons |
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I'm using a lot of things because of my job duties, perfectly integrates with my CRM tools , Reporting daily reports, Real-time to maintain the Service level, updating the dialer for the outbound/inbound Campaign . There is a great part of the reporting and all the required data to manage the service level.Recording can be easily shared with secured method. The best part if i can say we use the ameyo anywhere in the whole world. |
if we can go for improvement section then Screen recording feature is not available . Autocall time not shown when voice is ON , low internet speed connections take so much time to load the page and this might some issues 'HANG-UP" |
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Data rechurn is very easy, and you can increase attempts very easy. |
Real time monitor is best in this and pacing works very good. |
Until 31st Mar 2023
What is an Automatic Call Distribution Software?
Automatic Call Distribution (ACD) software, popularly known as call routing software, is used by call centers for assorting large volumes of incoming calls. It is a telephony device that directs customers’ calls to the right agent or representative within an organization, based on the requirements and preferences of the customers. For example, a caller who has chosen Hindi as his/her preferred language will be directed to only Hindi-speaking representatives.
Nowadays, call centers worldwide are increasingly relying on Automatic Call Tracking software to add to the convenience of customers by connecting them to the right representative whenever required. What’s more, the software also takes care of VIP/VVIP callers by directing them to the best representative immediately.
Who Uses ACD Call Center Software?
An ACD call center system is largely used by startups, SMEs, agencies, and enterprises for streamlining their call-center workflows. It caters to businesses of all sizes. Thus, if you want to streamline customer communication at your organization, you must consider investing in a feature-packed ACD call center software.
What are the Types of ACD Software?
1. Cloud-based ACD system
?It is known for its affordability and accessibility. You can access the software from anywhere without having to install or download the software.
2. On-premise ACD system
It is more expensive than a cloud-based ACD system. On-premise ACD systems are suitable for highly professional call centers. It is installed and hosted by the company offering the software.
How does ACD Software Work?
When a customer calls your company’s helpline number, an ACD solution immediately starts scanning caller information such as the caller’s area code, contact number, call history, etc., to direct the call to the right customer care executive in the shortest possible time. Caller information is programmed into the software’s algorithm using specified standards such as agents’ skill sets, customer information, availability of customer care agents, and so on.
What are the Benefits of ACD Call Center Software?
ACD software allows businesses to facilitate a consistent and uninterrupted call center operation so that they can stay competitive in the market. Now let’s quickly understand how ACD software can prove advantageous for call centers:
1. Increases Customer Satisfaction
Since millennial customers hate waiting, ACD call center software provides the impatient Millennial customers with instantaneous services without directing their calls to multiple call center representatives. Moreover, since their calls are directed to the most appropriate representative, they get to resolve their issues immediately without delay, which in turn enhances customer satisfaction.
2. Quick Response Boosts Customer Experience
ACD call center software allows call center representatives to attend customers’ calls as quickly as possible. Thus, customers nowadays do not have to wait in long queues to connect with a representative. Consequently, this helps businesses improve customer experience.
3. Enhances Productivity
ACD call center software automates the process of routing contacts via IVR or chatbots for boosting the productivity of call center representatives. Since the representatives get to attend only those calls which they experienced in handling, it boosts their self-confidence besides enhancing their productivity. Moreover, the software provides the representatives with necessary information about the caller, such as contact number, area code, email messages, call history, past conversations, etc. so that they can have meaningful conversations with the callers.
4. Minimizes Expenses
Since an ACD call center system directs callers to the most appropriate representative, the callers get a prompt response, which in turn minimizes cost-per-call.
So these are a few reasons why startups, as well as well-established organizations with call centers scattered across the globe, are investing in the best ACD software solutions. What’s more, the call routing software not only revamps your call center’s efficiency but also enhances your brand’s image.
What are the Features of ACD Software?
An ACD system comes with multiple features to simplify the job of customer care agents. Let’s dive into some of the fabulous features offered by an ACD system:
1. Call Monitoring and Recording
An ACD system allows managers to monitor calls and provide agents with the required assistance, whenever required. It comes with a call recording feature so that managers can record all conversations taking place between agents and callers. With a robust ACD system, managers can also listen to live calls and identify the weak points of agents. What’s more, it also allows managers to view historical data accumulated by the software so that they can streamline their call center training processes.
2. Automatic Callback
This feature provides callers to request a call back from a customer care representative instead of waiting in the call queue. The automatic call back feature is a great way to bring down call abandonment rates. The software registers the missed calls from customers and dials the caller’s number as soon as an agent becomes available to attend a caller. The software also allows callers to request the best time to call back so that they are available to take the call from the agent.
3. CTI Integrations
Computer Telephony Integration (CTI) feature provides call center representatives with comprehensive call information on their web browsers prior to answering their call so that they can personalize the interaction. Many call centers prefer integrating their ACD call center software with their CRM system, social media channels, or live chat to provide call agents with callers’ comprehensive interaction history.
4. Speech Analytics Tools
The best ACD call center software comes with call analytics tools that enable managers to evaluate if the call campaigns have been well-executed by the team.
5. Report Generation
ACD call center software also generates daily reports of calls received and made by agents each day. The report generation feature allows managers to analyze the performance of each call for achieving improved results in the future.
These are some of the useful features offered by ACD software that empower call center representatives to work smarter.
Comparison Between IVR and ACD software
Now that you are aware of the features and advantages of using an ACD call center system, let’s elucidate the difference between IVR and ACD software:
People often consider ACD and IVR as the same thing; however, the two technologies are different.
IVR Software
- With a robust ACD system, managers can listen to live calls to identify the weak points of agents.
- Interactive Voice Response (IVR) software consists of pre-recorded messages.
- IVR software, powered by IVR technology, enables callers to interact with the software with the help of their phone’s keypad or voice commands.
- IVR software allows callers to perform various tasks, such as changing passwords, paying bills, etc., without even having to interact with a human agent.
Thus, IVR software allows callers to solve many issues on their own without having to spend time with a customer care representative. Additionally, it relieves the burden placed on-call agents and allows them to pay attention to more complex customer issues.
ACD Software
ACD call center software, on the other hand, automatically directs calls to the most appropriate call representatives based upon the preferences of an organization. IVR is just one of the various methods used by an ACD platform for distributing calls. Though both IVR and ACD call center systems perform a host of different functions, they also work well in unison.
Factors to Consider when Choosing ACD Software
A feature-rich ACD system goes a long way towards helping your call center agents win the heart of each caller that calls your business. Therefore, you should cautiously pick the right call center system for your call center agents as a software of substandard quality may prove disastrous for your business. However, with so many call center software options available in the market, picking the best ACD tool can be a daunting task.
Therefore, before purchasing an ACD call center system, identify your business needs and the core activities of your company so that you can determine the features that you want in your ACD call center software. At the same time, make sure you do not settle for a pocket-friendly ACD system that does not offer the features you are looking for.
Here are a few factors that will help you pick the right ACD call center system for your call center:
1. Simple Interface
An ACD call center system should make things easy for your call center agents. They should be able to use the software with confidence so as to multiply their productivity. Therefore, make sure you pick an ACD system with an intuitive interface. It should also enable your call center agents to extract caller information with ease so that they can take prompt action.
2. Third-party Software Integration
Make sure that your chosen ACD call center software can be integrated with your CRM system and other essential business software. Third-party software integration features automatically sync call recordings from ACD software to your CRM system; thus, minimizing the amount of time call center agents spend on entering data. This feature also allows you to integrate your ACD system with other tools such as eCommerce platforms, chatbots, etc., to automate work processes and help agents work more efficiently.
3. Call Blacklisting Feature
Find out if your ACD system comes with a call blacklisting feature to help your call agents to keep spam callers and bots at bay. This feature also helps real callers get through queues quickly.
4. Call Queue Feature
The best ACD solution offers a call queue feature to help your agents mark insignificant calls and identify only those calls which require immediate attention. The call queue feature proves extremely useful when agents receive multiple calls simultaneously.
5. Cross-Channel Communication
In this digital era, tech-savvy customers prefer using chat services, emails, or SMS than talking on their phones. Thus, modern call centers are also counting on various communication channels to interact with customers. Therefore, your ACD software should be capable of dealing with multiple communication channels seamlessly.
6. Customizable
Your call center ACD system should enable you to customize it as per your business requirements. It should be flexible enough to integrate with the already existing systems in your call center.
7. Pricing
When picking an ACD system, find out if the vendor levies any hidden charges other than maintenance costs. Moreover, before making the final purchase, it is advisable to choose a vendor that offers a free trial period so that you can find out if the features of the ACD software are capable of meeting your business requirements.
8. Technical Assistance
Make sure the vendor offers top-notch technical assistance whenever required. Also, find out if the technical assistance team consists of human agents because unlike chatbots, only human agents can understand your grievances and assure quick resolution of the crisis.
10. Choose a Reputable Vendor
Last but not least, make sure you choose a reputable vendor that offers world-class ACD call center systems. A bit of online research will help you shortlist the most reliable ACD vendors in the industry.
We hope the factors cited above will help you choose the best-fit ACD system for your call center agents. To sum up, we can say that investing in a smart ACD software is the smartest move to help your call center executives thrive. So what are you waiting for? Pick a fully-featured ACD software and get ready to reap its benefits right away.
FAQs of Automatic Call Distribution Software
2. IVR with Smart Directory
3. Call Queuing
4. Queue Callback
5. VIP Callers
6. Blacklist Numbers
7. CRM Integration
2. Simultaneous Distribution
3. Time-based Routing
Open source ACD software, on the other hand, enables you to modify and customize its functions as per your needs. It can also be easily integrated with the already existing software solutions in your organization.
Additionally, open-source ACD software is ideal for businesses that are security-conscious and want highly secure solutions for their business.