Exotel's Automatic Call Distributor (ACD) is a software solution designed to optimize call center operations by directing incoming calls to the most appropriate agents based on predefined routing rules. This ensures that customers receive personalized service and faster issue resolution, enhancing overall customer satisfaction.

Key Features

• Skill-Based Routing: Directs calls to agents with relevant expertise.
• Behavioral or Transaction-Based Routing: Routes calls based on customer behavior or recent transactions.
• Preferred Agent Routing: Connects customers with previously interacted agents.
• Location-Based Routing: Connects callers with the nearest available agent.
• Node Flow Designer: Allows customization of call routing logic based on CRM data, IVR inputs, business hours, and agent skills.
• Emergency Handling: Quickly connects critical calls to available agents.

Benefits

• Improved First Call Resolution (FCR) Rates: Faster issue resolution through efficient routing.
• Increased Customer Satisfaction (CSAT): Personalized experience and reduced wait times.
• Enhanced Agent Productivity: Assigns calls based on agent expertise, improving job satisfaction.
• Efficient Call Handling: Reduces call volume and effort by directing calls to the right agents.