Make every call better
An intelligent and scalable way to answer and direct customer calls for a better customer experience that even a small business can afford
EVOX Connect ACD
Quick tutorial
What is an ACD?
ACD (Automatic Call Distribution) is a computer system that answers and distributes customer calls without using a live operator. It is used by all major institutions that deal with a high volume of customer calls, including banks, travel, hospitality, retail, and utility services.
How an ACD helps manage customer calls
- Design an ACD to improve the responsiveness of your contact center to customer calls.
- Use a front end IVR (Interactive Voice Response) menu to query the caller to find out how to best direct the call.
- Callers with a routine request or questions are directed to a pre-recorded message. Callers that require more personal care are directed to the right agent or team to resolve their issue.
Quick tutorial
What is IVR?
IVR (Interactive Voice Response) is the technique of querying a caller with a voice menu and collecting customer entered digits to determine how best to service the caller.
IVR helps improve caller experience
With IVR, incoming calls are answered immediately so callers are not kept waiting.
For calls that are routine, such as questions about office hours or account balance etc., pre-recorded messages or text to voice systems can provide callers with a quick answer without needing a live agent.
This saves time for the agents and allows them to attend to callers who need more personalized support.
Not all agents are familiar with the product, service, or issues the caller is interested in. For example, for a banking business, some agents are experts in loans, and others are experts in credit card service. An IVR can query the caller in order to direct the call to the right agent.
An IVR can also be programmed to allow the caller to reach a specific agent to follow up on an unfinished transaction.
Call queuing and distribution
Customer calls will arrive in waves, such as when people get to the office in the morning or right after lunch break. There will never be enough agents to answer all calls at all times. With call queuing all calls will be answered in an orderly manner as soon as an agent is available.
If more than one agent is free, the call distribution mechanism will select the agent according to the selected algorithm to make sure the workload is evenly spread out across the service team. This makes sure agents are treated fairly and no one is overloaded.
There will be times when the wait time will be just too long. It is important to offer callers the option to leave a message or to simply call back at a later time so they are not left waiting in “IVR purgatory".
NEW
VIP call distribution
Design your system to automatically identify VIP customers and send them directly to an assigned agent or team. This builds customer support and loyalty by providing an exclusive call experience.
Call recording
The system automatically plays a warning before starting the recording to protect the rights and interests of both caller and callee. All legal recordings are automatically stored and backed up in the cloud, and you can listen to them anytime in Connect Manager or the Pro PC App.
NEW
Post call surveys
You can use Connect Manager to quickly design call questionnaires.
- Question content: Create survey questions by uploading voice files, recording online or entering text to automatically convert to voice.
- Customer responses: Feedback can be delivered via digital menu or direct audio response.
Once a survey is created, the system automatically generates customer response stastical and trend reports for analysis.