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How does automatic call distribution work?

17 April 2025 No Comments

< Return to blog < Return to blog How does automatic call distribution work? ACD: what is it? Differences between ACD and SVI The different types of call distribution 5 good reasons to use automatic call distribution Conclusion Automatic call distribution (ACD) is an essential component of modern contact center solutions, enabling efficient and optimal management of incoming call flows. Designed to improve the customer experience while maximizing operational efficiency, ACD automatically assigns inbound calls to the agents best qualified to meet their needs. This technology relies on several distribution methods, each adapted to specific contexts. In this article, we’ll explore ACD in detail, how it differs from interactive voice response (IVR) systems, and the eight commonly used delivery types 1. ACD: What is it? ACD, or automatic call distribution, is an inbound call management system that automatically directs calls to available agents. This system uses various algorithms to assign calls based on different criteria such as agent availability, specific skills, call priority, etc. The main objective of the ACD is to optimize response time and ensure a fair distribution of workload among agents, thus ensuring maximum customer satisfaction. 2. Differences between ACD and SVI Although often confused, ACD and IVR are two distinct components of contact center solutions. The ACD is responsible for distributing calls to agents, while the IVR is an interactive system that guides callers through a voice menu to meet their needs or direct them to the right department or agent. While ACD focuses on call flow management, IVR provides an interactive interface for callers before they are routed to a specific agent. 3. The different types of call distribution a) Fixed routing Fixed routing involves assigning inbound calls to specific agents in a predetermined manner. For example, calls can be directed to a specific agent based on the number the caller dials or the service requested. This type of distribution is effective when callers have specific needs and require specialized assistance from the start of the call. b) Round robin routing Round-robin routing distributes calls sequentially to available agents in the order they were received. Each new call is assigned to the agent who has been available the longest, ensuring a fair distribution of the workload. This type of distribution is suitable for contact centers where priority is given to managing queues in a fair manner. c) Routing to the least active agent This method directs calls to the agent who has the fewest calls in progress or who has been idle for a specified period of time. This ensures efficient use of resources by maximizing the productivity of less busy agents. Routing to the least active agent is ideal for contact centers where workloads vary widely. d) Routing based on timetable Schedule-based routing directs calls based on agent availability according to their pre-established schedule. For example, calls can be directed to available agents during peak hours or outside of regular business hours. This type of distribution guarantees a balanced distribution of the workload throughout the day e) Simultaneous distribution Concurrent distribution sends a call to multiple agents simultaneously until one of them accepts the call. This helps reduce wait times for callers and optimizes overall response time. Simultaneous distribution is particularly effective for short calls where a quick response is crucial. f) Weighted routing This method assigns calls based on a pre-established weighting for each agent, based on criteria such as skills, experience or past performance. Calls are routed to agents with the highest weighted score, ensuring optimal allocation based on each agent’s capabilities. g) Value-based routing Value-based routing assigns calls based on the value assigned to each call based on predefined criteria such as customer status, problem type, or sales potential. Calls are directed to agents best equipped to handle high-value situations, maximizing sales opportunities and customer satisfaction. h) Data-driven routing This method uses real-time data about callers, such as interaction history, account information or preferences, to direct calls to the agents best suited to their specific needs. Data-driven routing provides increased personalization of the customer experience and faster problem resolution. 4. 5 good reasons to use automatic call distribution a) Improving customer satisfaction Automatic call distribution enables smoother and more intelligent management of incoming calls. By significantly reducing wait times, it improves the customer experience from the very first seconds. Thanks to intelligent routing, each call is directed to the most appropriate agent from the first contact, promoting quick and efficient resolution of requests. The result: a significant reduction in the number of abandoned calls and increased customer satisfaction. b) Increase in agent productivity By optimizing call distribution, automated dispatching promotes an increase in first-contact resolution rates. Better-focused and prepared agents can handle requests more efficiently, reducing unnecessary transfers and processing times. This increased efficiency translates directly into an increase in the number of calls handled, without compromising service quality. c) Improved profitability Automatic call distribution enables strategic call flow management, taking into account the priorities and value of each call. By directing interactions based on their urgency or profitability potential, it optimizes human resource allocation. This improved workforce management results in an overall improvement in call center performance, with increased productivity and more agile service. d) Improved call monitoring With access to real-time data and statistics, automatic call distribution provides a clear and instant view of contact center activity. This visibility allows for rapid identification of areas for improvement, whether related to internal processes or individual performance. By facilitating continuous analysis, it contributes to more informed, responsive, and results-oriented decision-making. e) Better management of activity peaks Automatic call distribution enables intelligent and balanced distribution of interactions between agents, thus avoiding individual overloads. It improves queue management by reducing excessive wait times and streamlining request processing. At the same time, the implementation of overflow strategies guarantees continuity of service even during peak periods, thus ensuring consistent quality of support. 5. Conclusion In conclusion, automatic call distribution (ACD) is a crucial element of contact centers, allowing the most efficient management of inbound

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Is cold calling dead? No, but it must reinvent itself by 2025

17 April 2025 No Comments

< Return to blog < Return to blog Is cold calling dead? No, but it must reinvent itself by 2025 A changing context New trends in cold calling Challenges and perspectives 5 key tips for successful prospecting calls Conclusion Telephone prospecting remains one of the best ways to establish a direct connection with potential customers, but its success depends in part on a well-developed strategic approach. Let’s set the context: today, we all receive prospecting by email, on social networks or even by SMS. Distrust is therefore essential when we receive a call whose number is unknown to us. Telephone prospecting, an ancestral method for selling products and services, then becomes even more complex to implement. It is not a question of going straight to the point without prior preparation, in which case it would be a dismal failure. In this article, we present the crucial elements to transform your telephone prospecting into a successful strategy focused on concrete results. 1. A changing context Telephone canvassing, omnipresent in our commercial landscape, has never ceased to arouse controversy. In 2025, its evolution will take shape in new and complex forms, profoundly influenced by three drivers: a) The rise of digital The explosion of digital communication channels, such as emails, SMS, chatbots and social networks, is redistributing the canvassing cards. Companies are adapting by integrating these new tools to reach their target in a more efficient and targeted manner. This diversification of touchpoints offers a multitude of options for interacting with potential customers, but also raises ethical and legal questions about the use of personal data. b) Stricter regulation Faced with abuse and consumer exasperation, governments are adopting stricter legislation to regulate telephone canvassing. The Frequencies/Schedules Decree of 2023 (Naegelen Law) is one example among many others, limiting, among other things, call time slots, the number of requests over a given period and strengthening sanctions in the event of non-compliance. This trend aims to protect consumers against intrusive and abusive practices, while encouraging responsible use of cold calling. c) Informed and demanding consumers Consumers, over-demanded, are increasingly suspicious. They expect personalized interactions, respectful of their needs and their personal data. It is an observation that cold calling is no longer as effective as it was in the past and this development requires companies to adapt their approach to offer a more fluid and relevant customer experience. Transparency and respect for consent become key elements to gain customer trust and guarantee the success of cold calling. 2. New trends in cold calling a) Refined targeting and personalization of the exchange Artificial intelligence helps refine call targeting by analyzing prospect behaviors and data. Companies can thus identify potential customers most likely to be interested in their products or services, and adapt their sales pitches according to their needs and expectations. This approach makes it possible to improve the effectiveness of canvassing and maximize the chances of conversion. b) Omnichannel Cold calling is no longer just about making simple calls. It fits into an overall marketing strategy using different channels, such as email, SMS, chatbots and social media, to maximize impact and create synergy across touchpoints. This omnichannel approach greatly improves the customer experience and increases brand recognition. 3. Challenges and prospects a) Fight against abuse and compliance with regulations Compliance with regulations and the protection of personal data remain major challenges for cold calling. Companies must adapt to new legislation and implement transparent and ethical practices to avoid sanctions and preserve consumer trust. The establishment of control and monitoring procedures is essential to guarantee compliance with the rules and prevent abusive practices. Unfortunately today, many contact centers or companies using cold calling do not have the adequate tools to ensure full compliance with regulations. b) Consumer trust Developing a relationship of trust with customers is essential for the success of cold calling. Today, as individuals, we have to deal with countless fraudulent calls, coupled with malicious SMS and emails that will encourage you to click on bad links. Businesses must adopt the most transparent and respectful approach possible, ensuring customer consent before contacting them and responding to their questions and concerns. Establishing a code of ethics and a complaints handling system can help strengthen customer trust and improve the company’s image. c) Telephone innovation Artificial intelligence will continue to transform the cold calling landscape. Businesses must embrace this technology to optimize performance, personalize interactions and improve the customer experience. The use of intelligent chatbots, predictive analytics tools and voice recognition systems can help increase the effectiveness and relevance of cold calling. 4. 5 key tips for successful prospecting calls a) Construction of a solid argument A pre-constructed pitch isn’t just about listing the features of your product or service. It must anticipate potential objections and highlight specific benefits that meet the prospect’s needs. Thorough knowledge of your offering is essential, as is structuring a persuasive speech. By preparing these elements in advance, you will be better equipped to handle the call with confidence, reduce unnecessary stress, and answer the prospect’s questions convincingly. b) Personalization of the exchange The personalization of the exchange goes beyond the simple use of the prospect’s first name. This involves using a CRM to access advance information about the prospect. By understanding their specific needs, you can tailor your speech to pique their interest. For example, if you know they are interested in quick solutions to implement, emphasize the speed of implementation of your product or service. A personalized call will be more likely to hold their attention, thus paving the way for an argumentative exchange. c) Use a CRM! Calling is good, but following up post-call is even better! To do this, everyone has their own method: a simple, traditional Excel file… or a real CRM (Customer Relationship Management) tool. The latter allows you to have an overview of the history of exchanges with a prospect at a glance. From specific feedback to contact preferences and desired call-back times, a well-used CRM provides a deep understanding of each

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Orchestrate an AI-enriched omnichannel customer experience

21 March 2024 No Comments

< Return to blog < Return to blog Orchestrate an AI-enriched omnichannel customer experience The shift to “hyper-personalization” “Smart” customer service Anticipate staffing needs using AI A reinvented customer experience Synergy between AI and traditional communication channels Conclusion In the recent past, omnichannel was considered an essential innovation. The ability to respond to customers on the channel of their choice was seen as a significant advantage, enriching the customer journey and increasing customer satisfaction. Today, omnichannel is no longer a luxury, but a requirement for companies seeking to remain competitive or become competitive. It encompasses much more than just a presence on different sales channels; it offers an integrated experience where customers benefit from relevant answers by moving from one channel to another in a seamless manner. To truly succeed in this approach, the integration of artificial intelligence (AI) has become crucial in 2024. 1. The move to “hyper-personalization” AI excels at analyzing large sets of customer data. Using advanced algorithms, it creates detailed customer profiles, thus retaining their preferences, purchasing behaviors and interaction histories. This in-depth understanding allows personalization of offers and recommendations across all channels, delivering a highly relevant and engaging customer experience depending on the chosen segment. Customers feel understood and valued when they receive communications that truly match their needs and interests, rather than yet another mass mailing advertisement. 2. “Smart” customer service Virtual agents and chatbots powered by AI are found in almost all customer services, big fans of omnichannel. These bots provide 24/7 support, instantly answering customer questions and resolving common issues. Using machine learning, they continually improve by understanding natural language and anticipating customer needs based on predefined scenarios. This results in fast and efficient support across all channels, boosting customer satisfaction and loyalty. To learn more about chatbots and how they work To learn more about chatbots and how they work Click here! Click here! 3. Anticipate staffing needs using AI Artificial intelligence represents a valuable asset for accurately forecasting the workforce for very specific activities. By analyzing the history of interactions and the various requests sent to support, it is able to estimate future call flows during busy periods, such as sales, Black Friday or the holiday season. of year. It then allows companies to optimize the management of their teams by allocating a sufficient number of advisors to each activity. 4. A reinvented customer experience By monitoring and analyzing user behavior across channels, AI identifies friction points and opportunities for improvement in the customer journey. By making adjustments, for example from opening the ticket to resolving the request, it can provide a better customer experience and ensure the competitiveness of the company. As we know, a satisfied customer is worth two! Concretely, this translates into increased conversion rates and increased customer loyalty. 5. Synergy between AI and traditional communication channels The integration of AI into omnichannel strategies creates a kind of synergy with all communication channels. By considering all communication tools, AI recommends the most appropriate actions to take on specific channels to increase customer engagement. This holistic approach allows for informed decision-making and real-time adjustments to meet changing customer needs. 6. Conclusion By integrating AI into an omnichannel strategy, businesses can deliver an exceptional customer experience while improving operational efficiency. Every aspect of omnichannel strategy benefits from AI capabilities, from personalization to demand management. This customer-centric approach, powered by advanced data analytics, opens new possibilities for creating meaningful customer interactions and driving sustainable growth. Ultimately, AI-powered omnichannel becomes much like the essential driver of competitiveness in the modern economy. To calmly consider this digital transformation within your company, Nixxis is here to support you both in the omnichannel management of your interactions, and in the implementation of solutions driven by artificial intelligence which will allow you to respond to all of your needs. these issues. To go further on AI integration methods within your contact center, discover our exclusive guide! Discover our exclusive guide to AI integration methods! It’s this way ! It’s this way ! Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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🎓 MASTER THE BASICS: Contact Center Definitions

20 December 2022 No Comments

Discover all the attractive contact center definitions:  Abandonment   Abandonment refers to the incoming calls that are ended by the initiating customer before they an agent answers or before having navigated on an IVR. For example, if you are taking inbound calls, a long waiting time can raise abandonment rate.  Arborescence  It is a hierarchical structure of the menus and sub-menus of a vocal server. The tree structure of a voice server is by convention structured in the form of a tree. That is, the welcome message represents the trunk and the sub-menus the branches.  ACD   Is short form for automatic call distribution. It is a telephony system that automatically receives incoming calls and distributes them to an available agent.  Admin interface   This is dedicated to administrators of contact center solutions where they can configure and maintain the solution.  Administrator   It is the person responsible for setting up and maintaining the software solution. The administrator manages user accounts and can also modify the status of customer advisors.  Agent   Also known as the “customer adviser”.  Agent interface   The agent interface is a platform where a customer service agent can make calls as well as receive them. There is also the option to have a coffee among several options on Nixxix Contact Suite where the customer service agent can make the caller wait. Nixxis Contact Suite can be customized based on agent availability.  Agent position   The Equipements making up the workstation of a customer adviser.  API   The Application Programming Interface is a set of functions that provides access to the services of an application, through a programming language. The API allows developers to integrate a remote application into their own business applications, without having to know how the core of this remote application works.  ASR   The Automatic Speech Recognition is also known as the “speech recognition”.  Asterisk   A software implementation of a PBX (private branch exchange), used to establish and control telephone calls between telecommunication terminals. For example, there are regular telephone extensions, destinations on the Public Switched Telephone Network (PSTN), and devices or services on Voice over Internet Protocol. networks (VoIP).  Audiotel   This service has several tariff levels for the caller, some of which allow repayment to the service provider.  Barge-in   A feature that allows frequent users of a voice server to interrupt the complete broadcast of a given message to navigate in the voice menu on a quicker way. This interruption can be manual or through voice recognition.   Blind transfer   The time where an agent transfers an incoming call to another agent, without ensuring that the latter is available to pick it up.  CCAAS   The “contact center as a service”, is software from a contact center provider that allows companies to manage all communication channels in real time. Nixxis Contact Suite is a technology that a business buys whereby it evolves as business evolves. CCaaS is an ideal option for many contact centers, scaling as business needs evolving within a single interface.  Call center  Is also referred as “Customer Relations centre”.   Call deterrence   This feature allows you to send a voice message to callers so that they can call back later. This is done outside the opening hours of a Customer Relations Center, or when the queue is at its maximum.  Conversation recording   A supervisor can record a conversation between an agent and a caller, for training purposes for example.  Call-backs only   This feature only redials missed calls to the Agent.0  Call routing   A set of distribution of incoming calls to the agents of a Customer Relations center. Call routing can be single or multi-criteria.  Call waiting   A feature allowing callers to wait before being put in touch with an agent. For example, there may be a message on hold or background music during telephone hold.  Call whisper  This feature allows a supervisor to remotely listen a conversation between a customer service agent and a caller.  Contact center   A technical solution which, integrated into the IT and telecom infrastructure of a Customer Relations center, allowing its customer service agents to manage all the incoming and outgoing calls. A contact center solution can be deployed for the following needs: customer information, sales administration, hotline, after-sales service, tele secretariat, taking orders or appointments, etc.  CRM application   The Customer Relationship Management is a business application that allows companies to better recruit and retain their customers, through the analysis of centralized data structured around the customer. These make it possible to support the sales and/or pre-sales and/or after-sales functions of companies, through analysis and decision-making tools.  Customer Relations Center   All the technical means such as the contact center solution and human resources, are combined to process incoming and outgoing telephone calls in large quantity. The missions of a Customer Relations center, set by Management, can cover several areas: customer information, after-sales service, sales, teleprospecting.   Click-to-call     A feature that allows customer service agents to dial a phone number by simply clicking on a button or text. This is done from the customer service agent’s interface. As a result, a click-to-call avoids the agent from having to manually dial telephone numbers.  Conference call  It is a telephone service that allows a user to communicate at the same time with other interlocutors.  Consultative transfer   The action where a customer service agent transfers an incoming call to another agent, ensuring that the latter is available and able to answer the call as well as respond to call requests.  Customer adviser   Also known as a customer service agent in a Customer Relations centre. This person responsible for handling incoming and outgoing calls.   CRM   A Customer Relationship Management is a set of business processes and functions aimed to attract and retain customerss, etc. This can be done as: marketing and customer services.  CTI   Computer telephony integration, also called computer–telephone integration is the coupling present between IT tools and telephony. The CTI makes it possible to identify the caller by his telephone number and

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Finally, the 3 most actionable call center KPIs 🤓   

5 December 2022 No Comments

This article will not be about the listing of the KPIs within call centers because you probably already know them all. Today’s article is based on the best ways to translate 4 essential KPIs into action to optimize your call center and achieve your best SLA objectives.  Definition  Let’s take a quick look at the 3 categories of KPIs.  There are many indicators to consider which can be grouped into 3 main categories: human resources, management and productivity.  These KPIs make it possible to measure and evaluate the performance of actions within an organization. The purpose of this data collection is to help, manage and measure the effectiveness of the activity in order to ensure decision-making or monitoring in several areas to achieve specific objectives.  Smart or nothing  KPIs have SMART objectives, they must be: Specific, Measurable, Accessible/Achievable, Achievable or Realistic and Time-bound.  Having specific performance indicators is essential to avoid wasting time. In this context, there defining an indicator is very important to know what it corresponds to exactly. Thus, it must be detailed, and target only one specific element, that is : one thing at a time.   Not to forget, the final objective is obtained through comparisons. Thus one can orient oneself in the margin of progress towards the given objective. The more specific your indicator is, the easier it will be to compare and measure over time.  A performance indicator must be accessible and achievable in order to gather relevant data to have a result around common objectives. There is no point in setting goals that you know are unattainable before you even start. The ultimate goal of the approach tends to realize our margin of progress at the moment in relation to a future objective. There is therefore no point in putting the cart before the horse, we must realize that whatever we are doing now will définitely impact the future.  Finally, a performance indicator must be able to be measured over time in order to establish comparisons between several key periods.  Achieving your goals: the 4 essential metrics  The pick-up rate  The pick-up rate is an indicator measuring the number of calls your teams answer out of the total number of calls received. It is calculated according to the following formula: number of calls answered/number of calls made x 100. This KPI is an indicator of efficiency and quality which is used to measure the proportion of incoming calls answered within a given time expressed in seconds.  The improvement of the pick-up rate is made through the optimization of the outgoing call dialing strategy. Dialing a number and waiting for someone to pick up does not guarantee sales growth. Nowadays, the dialing processes adopted by outbound contact centers are generally smarter:  The average processing time The average processing time is combined with the average conversation time, which must be calculated in order to be counted as an after-call. So, after the call, we will take into account the traceability of the communication and the processing time of the request. To conclude, if you take too long to process a request, your indicator will automatically drop.  Here are some tips for best results and good optimize treatment time:  First contact resolution rate This indicator corresponds to the rate of requests resolved during the customer’s first contact. It can be through a voice contact, an email or even a chat. This metric is used to assess customer satisfaction as well as the performance of the support team. It is calculated by taking the total number of requests resolved on first contact divided by the total number of requests over a given period. In order to improve the resolution rate, certain standards must be applied:  Average response time  The average response time is used to estimate the quality of work and thus assessing the efficiency of a call center. It is coupled with other customer satisfaction indices, because the objective is not only to respond “quickly”, but also to respond “correctly” to the request of his customer.  To reduce the waiting time, having an efficient IVR is essential, as it is simple and precise. It allows the customer to have a good experience due to the quick access to a qualified agent. This agent can quickly respond to the needs in order to have satisfied customers and thus, a shorter queue.  To conclude, your call center needs to measure its strengths and weaknesses in order to evolve and progress towards your objectives. Through these 4 key indicators, you will already have an understanding of the position of activity. This is to establish a specific to-to-list of things to improve both in terms of your human resources and your management to boost your productivity.  .   

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🎓MASTER THE BASICS: multichannel to omnichannel contact center solution

26 July 2022 No Comments

I guess you already experienced buying something out of the internet, the item arrives damaged, and then you try to contact the customer service by email and for example chat simultaneously and both send you contradictory info? How enraging is this? That’s what happens when the CX strategy is not omnichanel. The Omni-customers and immediacy are the main challenges for a successful CX. Before each communication channel was not communicating with the other, but now with the emergence of the Now customer everything has changed. But what is the difference between multichannel and omnichannel solutions? How can you boost your customer experience? Nixxis puts you on the track Multichannel and omnichannel, a paradigm change For many people, multichannels and omnichannels are synonyms. However, It’s in fact an evolution in customer experience management. Its a given that companies have various touchpoints with their customers (phone, email, social media etc.) but a very, very long time ago those channels were independant of one another with no communication in-between and then a miracle happened (probably coming from a guy who got really mad at some point of going back and forth with various company departments) leading to establishing lines of communications between those different channels. This is the evolution from multichannel to omnichannel: it’s the capacity that a company has to connect all its customer touch-points and deliver a harmonised response to every one of them. And this miracle of CX  is done through an omnichannel contact center solution that’s able to  connect all those dots together. You can read more about what is a contact center solution in this article:  WANT TO KNOW WHAT IS A CONTACT CENTER SOLUTION? READ THIS. So is a multichannel platform still up to date? Honestly, we’re an omnichannel contact center solution, you can’t expect us to say yes. But let us explain what is the fundamental differences between the two. Say you start chatting on a website to solve your insurance subscription issue. Things are taking their sweet time, and you’re loosing your patience, you ask to switch to a phone call. If the software used by the company is multichannel it won’t be possible to switch on the spot, you will have to call another number, wait in queue and then talk to another agent that the on you were liasing with. But with an omnichannel one, we assume that the agent behind is as proficient by chat as he is by voice and therefore can pick up a call in the middle of a chat conversation. Which situation do you prefer as a client? I’m guessing the omnichannel one. Omnichannel for an omni-consumer For the past 20 years, we have observed that consumers have been using several channels at the same time and are more and more impatient to receive a response. It is therefore imperative to be reactive on all fronts, in order to respond to solicitations in record time on the ambient immediacy.  Omnichannel no longer means several channels, but all channels. It is a solution that will not only bring together, but also interconnect all your touch points. It merges channels for a unified and responsive customer experience.  So if one of your customers sends you an email and then contacts you via chat, an omnichannel solution will provide instant follow-up on each channel in real time. An omnichannel solution, the Graal of customer experience It is essential to adapt the current media consumption mode and a synergy between your brand’s contact points, with an omnichannel contact center solution you can: Nixxis, tailor-made omnichannel contact center solution Manage your incoming calls at the same time as your social media with an immediate and adapted response. All this with an intuitive and ergonomic interface to allocate cases according to the skills and availability of each of your agents. Measure and adapt your objectives with a complete and personalized reporting. Test the Nixxis recipe now and request a demo Learn more about an omnichannel contact centre ? Visit our blog!

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