ACD System (Automatic Call Distributor)

ACD (Automatic Call Distributor) manages inbound calls and routes them to all the available agents who are logged in to a system. Usually, the number of inbound calls for any contact center is more than the number of agents available, and it may happen that some agents are overwhelmed with calls while others are idle. ACD ensures uniform call distribution across available agents and balanced load distribution across multiple office locations.

With Drishti's innovative Automatic Call Distributor (ACD), you can tackle such complex problems with sound inbound call management and intelligent load distribution. Pre-integrated with the IVR, our ACD can manage queues and perform skill-based routing, which ensure that your callers are talking to right people without spending much of their precious time waiting for an available agent. With flexible database integration you can integrate our ACD with most third-party database such as MySQL, DB2, Oracle, among others. Reporting and performance management capabilities empower you to view real-time data in top-down, graphical, hierarchical or plain text format for optimal resource allocation and process improvement, which in turn lead to higher revenue generation. Our user-friendly CRM enables fast access to information, and can integrate seamlessly with third-party CRMs. Moreover, the solution can be deployed for both localized, as well as distributed set-up with centralized administration for your supervisors to manage caller queues efficiently from anywhere in the world.

Drishti is a leading provider of Contact Center Software & Enterprise Communications Solutions. Drishti's award-winning flagship offering - DACX Contact Center Suite has been a huge success in India and Philippines within a short span of two years. Drishti creates innovative Communications technologies for the next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti's customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

If you have any questions about any of the above technologies or are interested in setting up a contact center, please feel free to get in touch.

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