submit query
Loader

Please fill with your details

  • # #

Go4customer Blog

SignInSignUp

How Inbound ACD Drives Business Operations

Posted by Geetanjali Mukherjee
need_inbound_call_center

Inbound ACD (automatic call distribution) system is different from its traditional counterparts. This system encompasses an interaction engine that functions as a flexible and highly automatic interaction distributor through which incoming SMS, fax, phone calls and e-mails are managed. Generally, tech support team executives carry out the process. The system is an integral part of the computer telephony integration (CTI) system.

Such a system comprises hardware, terminals, switches, phone lines, and software which together manages a routing strategy. This is a rule-based instruction set for the ACD to handle system calls. Inside, it is an algorithm that determines the best available employee who responds to any given incoming call. 

1. In order to make a match, additional data is solicited and/or reviewed. This might involve a caller ID or ANI which can be an IVR to ascertain details of a call. The process mostly involves certain teams that are allocated for the distribution of queues to enable interactions; this is called team-based routing.

2. In order to make the process foolproof, agents in inbound call centers are assigned with skills that let interactions to be handled in a highly sophisticated manner. This is called skills-based routing. Sometimes, one team contains multiple agents with different skill sets spread across interaction channels. 

3. An intelligent interaction engine has the potential to investigate potential call value and match the same with the price of suitably skilled agents. This is termed as profit-based routing. While the potential value might not be static, the process can evolve as per elapsed time and captured information through an IVR.

In order to stay in sync with service levels, an efficient ACD in an inbound call center defines various “overflow scenarios” (team/queue overflows). This leads to the redistribution of interactions between available agents on the basis of business based parameters or specific queues. Such routing mechanisms are highly sophisticated yet they are easily manageable.


Related Blogs

Write for us
Contact Us

Enter the details & we will contact you shortly!

  • #

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive...

BSNL Augmented Business Performances with Go4customer

Bharat Sanchar Nigam Limited (BSNL) started its operation and installed...

Click here to read

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to read
Subscribe
Get the latest blog in your Inbox!

# #

Delivered by FeedBurner

CATEGORIES

 

RECENT POST

REGISTERED AUTHORS

 

ARCHIVE

 

LEARN MORE

 

Call Center in India Advantages

Highly trained and skilled professionals

Highly trained and skilled professionals
Expertise in technology

Expertise in technology
Enables 24*7 customer support

Enables 24*7 customer support
Preferred destination for outsourcing

Preferred destination for outsourcing
Cost-effective customer support

Cost-effective customer support
Modernized Infrastructure and technology

Modernized Infrastructure and technology

Next-Gen BPO Services: Transforming Call Center Operations in India

Discover top-tier BPO services at Go4customer, where we reshape call center outsourcing to fuel your business expansion. Our call center in India mixes high-tech AI with the insights from data to make sure all of our training is top-notch and to offer broad 360° customer support and call center services. Join us and build customer relationships grounded in trust and top-class service experiences.

Download Call Center
Brochure Download Button

Copyright © 2025 All rights Reserved at Cyfuture India Pvt. Ltd.