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
Emergents | 2024
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)
Explore various Freshdesk Contact Center (formerly Freshcaller) features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- For Call Centers
- Warm Transfer
- Conferencing
- International Numbers
- Automatic Call Distribution
- Call Monitoring
- On-Demand Recording
- Outbound Call Center
Pricing
Freshdesk Contact Center (formerly Freshcaller) Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
The Virtual Phone System for efficient teams
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
Explore various DialerHQ features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all DialerHQ Features- Data import and Synchronization
- Call Duration
- Unlimited Concurrent Calls
- Outbound Reporting
- Toll Free Number
- Internal Call Transfer
- Call Hold Music
- Conferencing
DialerHQ Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
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
Explore various CallHippo features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CallHippo Features- Call Recording
- Web to Lead
- Call Control
- Email Notifications
- Internal Call Transfer
- Call Mute
- CRM integration
- Auto-Dialer
Pricing
CallHippo Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
ACD Software by Servetel Communications
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
Explore various Servetel features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Servetel Features- CRM integration
- Call Logs
- Auto Dialer
- Call Hold Music
- Virtual Call Center
- API Integration
- Multiple Accessline
- Call Monitoring
Servetel Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Telephony Solution for Growing business
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 contact center tracking by real-time dashboards, reports & recording. Read SparkTG Reviews
Explore various SparkTG features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all SparkTG Features- CRM integration
- Performance Metrics
- Manual Dialer
- Call Parking
- Interactive Voice Response
- Multi-Campaign
- Call Monitoring
- Call Duration
Pricing
VCC Start Up
$ 14
User/Month
SparkTG Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Avaya Inc
Avaya build a better customer experience by Improving Contact Center Operations. It streamline contact center operations and increase agent productivity. Read Avaya Reviews
Explore various Avaya features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Avaya Features- Call Management
- Applications Management
- Call Sharing
- Time & Attendance
- Surveys & Feedback
- Chat / Messaging
- Auto Dialer
- Call Center Management
Avaya Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Call Center software
Ameyo's call center software helps improve first call resolution, and automatic call distribution 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
Explore various Ameyo Contact Center features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- Dashboards & Analytics
- Instant Retrieval
- Call Volume
- Call Logging
- Dashboard
- SMS
- Budgeting & Forecasting
- IVR / Voice Recognition
Ameyo Contact Center Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Stay Connected with your Business, from Anywhere
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
Explore various Knowlarity features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Knowlarity Features- Mobile App
- IVR System
- Call Management
- Caller ID
- Multiple Accessline
- Lead Management
- Progressive Dialer
- Dashboard
Pricing
Advance Plan
$ 233
Per Year
Premium Plan
$ 475
Per Year
Premium Plus Plan
$ 833
Per Year
Knowlarity Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Call center software for sales and support teams
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
Explore various CloudTalk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CloudTalk Features- Analytics
- CRM integration
- Queue Management
- IVR / Voice Recognition
- Key Performance Indicators
- Smart Call Tracking
- Toll Free Number
- Call Logging
Pricing
Starter
$ 25
User/Month/Billed Annually
Essential
$ 30
User/Month/Billed Annually
Expert
$ 50
User/Month/Billed Annually
CloudTalk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Best Automatic Call Distribution software
MyOperator is a cloud-based business phone system providing solutions like virtual phone numbers (toll free/non-tollfree), IVR, call management features like call tracking, call recording, live call transfer, callers' database, virtual receptionist and more. Read MyOperator Reviews
Explore various MyOperator features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all MyOperator Features- IVR System
- Smart Call Tracking
- International Numbers
- IVR and Dial Groups
- Inbound Reporting
- Forward to Phone
- Call Hold
- Communication Management
Pricing
Office IVR System
$ 35
Per Month
Cloud Call Center - Desk
$ 69
Per Month
Cloud Call Center - Prime
$ 278
Per Month
MyOperator Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Automated Call Center Software
VoxDesk is a cloud-based contact center software program that supports users with call scripts, automatic calling, alerts, and more. Additionally, the platform provides capabilities like productivity monitoring, reporting and analytics, sales connectors, and more. Read VoxDesk Reviews
Explore various VoxDesk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all VoxDesk Features- Automatic Call Distribution
- Call Scripting
- Call Recording
- Call Management
- Call Reporting
- Caller Identification
- Call Routing
- Call Parking
Pricing
Monthly
$ 15
Per Month
VoxDesk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
ACD Software by Exotel Techcom Pvt Ltd
Exotel is a business phone system that offers features like Smart IVR for you Business. You can set up an efficient call routing/management/recording system in 5 minutes of cloud telephony device. Read Exotel Reviews
Explore various Exotel features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Exotel Features- Offline Response Collection
- Complete Messaging Platform
- Caller ID
- Analytical Reports
- Single Access Number
- Virtual Call Center
- Application Access Control
- Usage Reporting
Pricing
Micro
$ 77
Per 3 Months
Believer
$ 278
Per 12 Months
Influencer
$ 694
Per 12 Months
Exotel Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Convoso
Convoso is the best ACD software 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
Explore various Convoso features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Convoso Features- Outbound Call Center
- Call Reporting
- Blended Call Center
- Predictive Dialer
- Call Routing
- Call Monitoring
- Real Time Reporting
- Manual Dialer
Convoso Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Ozonetel
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
Explore various Ozonetel CloudAgent features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- Webchat
- Screen Pop-up
- Customisable Welcome Greeting
- Call Logs
- Analytical Reports
- Contact Management
- CRM integration
- Lead Management
Ozonetel CloudAgent Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Sale and marketing automation 100% growth
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
Explore various Kit19 features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Kit19 Features- Security
- Help Desk
- Single Access Number
- Contact History
- IVR / Voice Recognition
- Call Logging
- Internet
- Power Dialer
Pricing
Starter
$ 208
Per Year
Silver
$ 556
Per Year
Golden
$ 833
Per Year
Kit19 Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Telecalling Software for Outbound & Inbound Calls
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
Explore various Silver Surface features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Silver Surface Features- For Sales
- Dashboard
- Historical Reporting
- Real Time Monitoring
- Performance Management
- Employee Alignment
- Call Center Management
- Alerts / Escalation
Pricing
Basic Plan
$ 1
Per Month
Silver Surface Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Redefine Communication
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 Contact Center Reviews
Explore various HoduCC Contact Center features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- Voice Mail
- Call Sharing
- CRM
- Scheduling
- Power Dialer
- Application Integration
- Call recording
- Surveys
HoduCC Contact Center Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Five9 Best ACD Software
Five9 is a leading provider of cloud contact center software. It are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Read Five9 Reviews
Explore various Five9 features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Five9 Features- Call Results
- Campaign Specific Caller ID
- FTC Compliance
- Call Recording
- Campaign Management
- Callback Scheduling
- Contact Management
- FCC Compliance
Five9 Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Best ACD Software
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
Explore various Adversus features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Adversus Features- Call Center
- Progressive Dialer
- Predictive Dialer
- Contact Management
- Preview Dialer
- Analytics
- Goal Setting / Tracking
- Caller Identification
Pricing
User
$ 150
Per Month
Adversus Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by RingCentral, Inc
RingCentral is the award-winning ACD Software 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
Explore various RingCentral features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all RingCentral Features- Voice Quality Enhancement
- Recording Bookmarking
- Call Management
- Calendar Management
- Instant Retrieval
- Virtual Call Center
- On-Demand Recording
- Call Sharing
Pricing
Core
$ 30
User/Month
Advanced
$ 35
User/Month
Ultra
$ 45
User/Month
RingCentral Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
What is an ACD Software?
ACD software (Automatic call distribution) is a call routing software that helps direct incoming calls to the appropriate representatives based on pre-defined business rules. These business rules could include several parameters such as call volume, wait time, incoming phone number, etc. It redirects the call to the right executive (or department) to resolve the customer issue.
ACD software is used to distribute all calls automatically according to the load in each network. Suppose your business is involved with an executive calling desk and directly converses with the clients or callers. In that case, these software platforms will help you balance the load equivalently amongst all executives working actively at a particular time.
What are the Features of an ACD Software?
An ACD software can impact the productivity and efficiency of the call center agents. The following are some key features of ACD software:
1. Customized Call Routing
Call routing within the call center is a key aspect to help improve the efficiency and productivity of the agents working within a call center. Call routing ensures employees do not get overwhelmed with calls beyond their capacity. It is also essential to ensure customer satisfaction by directing the right set of customer complaints to agents equipped to handle these complaints.
2. IVR with Smart Directory
Another aspect of customers who dial in to call centers is that many of these queries are often preliminary. You can address them with simple steps without any human intervention. Directing customers through the Interactive Voice Response (IVR) feature of ACD software can save the user time and costs.
3. Call Queuing
In cases where the call volume is larger than the available number of agents to handle these calls, call queuing comes into play. It ensures that customers are put in a queue while keeping them engaged via customized messages during the on-hold time. This helps reduce customer anxiety while on wait. Besides, it assures that every customer issue will be addressed once an agent is available.
4. Queue Callback
Sometimes a customer may not be willing to wait in the queue for a long period. Queue callback provides customers the option to have the next available agent call them back. This feature enhances the customer experience by freeing them from spending more time waiting on the call.
5. VIP Callers
For every business, certain customers are considered to be more valuable than most others. Resolving any issues that these customers may have is paramount for the business. Automatic call distribution software comes with VIP caller identification, ensuring that these customers face minimal wait time and have their issues resolved quickly.
6. Blacklist Numbers
On the other end of the spectrum, call centers receive many calls from spam callers or bots. The blacklist feature enables the call center to filter out these numbers and ensures that the agents are used to cater to real customer issues that need their attention. It also helps move these customers faster through the queue.
7. CRM Integration
Customers usually call in with issues that need agents to take notes, requests, or make data entries. Having the company CRM integrated with the ACD software helps reduce the complexity of the tasks and improves the turnaround time for customer inquiries and requests.
What are the Benefits of ACD Software?
With the help of a well-integrated ACD software, a business can avail of several benefits. The key benefits are:
1. Improved Customer Experience
The prime purpose of call centers is to improve the customer experience. Customers are not patient and often not great at expressing their queries or questions. Still, the company's single wrong foot can make the customer feel like they are not valued and tarnish the image of the customer. ACD software ensures that, at the very least, the customer is heard. If utilized well, this ACD software can improve the odds of resolution of the customer complaint. Ensuring that customers are not on hold too long, providing the agents with the relevant material to tackle a complaint, and guiding the user to the right department via IVR go a long way in improving customer experience.
2. Metrics for Data-based Strategy
Answering customer calls effectively is still only a part of the problem resolution. Ensuring customers never call back by analyzing the data generated through these calls is another key benefit. Repeat issues can be tracked and proactively addressed by the business before more users face the same issues. The data can also be used to track the effectiveness of the call center and individual agents. Managers can get more input in terms of agent performance via average call times, hold times, percentage of issues resolved, etc. to rate employee performances and reposition them to get the best out of their skills and experience.
3. Improved Call Coaching and Mentoring
Not all calls are the same. Some calls can take the agents back because of the tone of the customer or the sheer complexity of an issue. Automated call distribution systems, however, can help agents to prepare better for such issues. They can coach the agents better and equip them to handle future complex issues.
What are the Types of Automatic Call Distribution (ACD) Systems?
Depending on the business's need, ACD systems can follow one of the following algorithms to improve efficiency and customer experience. Based on call distribution methods, here are different ACD systems:
1. Fixed Order
As the name suggests, fixed order ACD systems route calls to agents as per a pre-defined order. As per this mechanism, calls will get routed in the same order, and agents will only receive a call after the agent in line before they have been assigned a call. ACD software that uses this algorithm is used at call centers where the calls are large, and most calls follow a similar theme or pattern. Fixed order ACD systems are also effective in prioritizing certain agents over others.
2. Simultaneous Distribution
Simultaneous distribution ACD systems enable calls to ring for all agents simultaneously until an agent answers that call. The first agent to pick up the call handles it. This particular ACD software is utilized when customer response time is not the most important metric. Also, this algorithm is helpful when all calls are similar or generic, and there is no priority or preference between agents.
3. Time-based Routing
Most call centers face the issue of not having all agents available all the time. Agents can have varying times to take breaks, lunch, etc. This is where time-based routing ACD systems are helpful. Agents can set times for availability and have calls routed to them accordingly. If used effectively, time-based ACD systems can help improve productivity.
Factors to Consider While Investing in ACD Software
Businesses should check for the following factors to ensure that they can get the most out of the ACD software:
1. Multiple Rule-based Routing Mechanisms
Businesses need to ensure that they can use the same software for multiple types of call routing instead of having to spend on separate licenses for each case. This way, a business can benefit by using the appropriate routing mechanism depending on the complexity of the issue, the user profile, or call volume entering the call center on any given day.
2. Easy-to-use Interface for Agents
Having a simple and easy-to-understand interface is critical to ensure that agents can get the best out of the software.
3. Easy Integration with Existing Backend Systems
The software should be modular and easy to integrate with the existing system and any future systems that may be added (or changed) to the back end as the company grows.
Latest Market Trends in ACD Software
ACD systems and software are constantly evolving to meet the growing expectations of customers. The following are some market shifts that businesses are experiencing concerning ACD software:
1. A Growing Need for Personalized Routing
The entire world is moving towards personalization, and ACD software is no exception. Providing users with a tailor-made experience seems to be the growing trend in this market.
2. Continuity Call Routing
Users do not like to explain themselves whenever they need to have an issue resolved, especially when a call is transferred between agents. Having provisions to equip agents with the right information before conversing with the user is a step in the right direction for ACD software.
3. Sales Accelerating Routing
When users are at the point of making a purchase, businesses do not want to make them wait any further. Stitching the sales cycle directly to call center journeys is another key improvement to the software available today. ACD software is a way to improve customer satisfaction, productivity, and efficiency of the call center. Having the agents equipped with the right software can help them address customer issues the first time and leave a positive image on the disgruntled customer.
FAQs
Free ACD software is free to download. The vendors of free ACD software make money using SIP connector, outbound calls, and phone number rental.
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.
The cost of a high-quality Automatic Call Distribution software depends on the number of unique and sophisticated features it offers. You need to contact the vendor for pricing details.
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