What Is Automatic Call Distribution (ACD)?
Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact center. ACD software is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.
Five9 offers Universal Queue, an omnichannel solution to ACD that expands the scope of the technology beyond simple phone calls to cover contacts across all channels — social, chat, web, email, and mobile.
Because Five9 is in the cloud, your contact center isn’t constrained by physical boundaries. Whether you have one contact center, multisite contact center operations, or distributed at-home agents, the Five9 ACD system finds the best available agents wherever they’re located.
Based on studies conducted by the Aberdeen Group (Source)
Routing Across Channels
Leverage business rules to prioritize different channels and interactions and decide which resources best fit a customer’s needs based on their history.
Self-Sufficiency for Users
In the past, sophisticated routing required a technical team. With Five9, even non-technical users can easily set up and make changes to the ACD system.
Change Routing Strategies
Create virtually any routing scenario in just minutes with simple drag-and-drop icons. On-the-fly changes can be immediately deployed to your operations.
Five9 helps us achieve one of our main contact center goals: answering all calls with a live agent within 10 seconds.
Datasheet: Inbound Contact Center
Business moves fast; so should your contact center. Learn about the robust features of the Five9 Inbound Contact Center can help you take your customer service to the next level.
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Inbound Contact Center Features
ACD with Call Distribution Algorithms
Skills-Based Routing
Priority Routing
Time-of-Day Routing
Voicemail Routing
Web & Queue
Incoming Call Whisper
Toll-Free Numbers
IVR with Intuitive Script Designer
IVR Scheduling
Professional Prompts for Self-Service
Text-to-Speech & Speech Recognition
In-Queue & Estimated Wait Time
CTI Screen Pop
Post-Call Surveys
CRM Integrations
Agent Desktop
Contact Database
Softphone
Call Recording
At-Home Agent Capabilities
Easy-to-Use Administration Tools
Real-Time, Historical, & Custom Reports
Drag & Drop Script Design
Agent Scripting
Five9 Is the Backbone of Customer Service Excellence
Customer Service & Support
Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.
Guide Customers to the Answers
Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact center activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.
Design, Deploy, & Deliver Excellence
It pays to design your contact center for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact center. With Five9, you can implement in just days and scale based on your business needs.
Why Choose Five9
Simple Pricing
Monthly or annual pricing with no long-term contracts.
Reliability
Powerful, scalable, and secure cloud solutions.
Industry Leadership
Recognized by Gartner as a leader in Contact Centers.
CRM Integration
Integrate with all the leading CRM packages.
Cloud Platform
All you need is a computer, a headset, and Internet.
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