Best 5 Automatic Call Distribution Software 

Introduction 

Are you also facing challenges while handling multiple inbound calls, all coming at the same time? Don’t worry! Automatic Call Distribution (ACD) software is an advanced technology that solves all your customer call issues. It makes handling daily call center tasks super easy by automatically sending calls to the right agents or teams. This helps your business manage high call volumes without stress and keeps customers happy by reducing their wait times and improving service. This makes call handling quicker and more efficient.

 According to VoiceSpin, using ACD can boost first-call resolution by 15-20%, meaning more problems get solved on the first call. It also improves customer satisfaction by 20% since customers get help faster and more accurately​. 

In this article, let’s dive into the best 5 automatic call distribution software this year that will help you better understand how ACD software is beneficial for your business’s day-to-day call operations. 

Best 5  Automatic Call Distribution Software: A Quick Comparison 

1. Emitrr 
2. Nextiva
3. RingCentral
4. CallHippo 
5. Dailpad 

Key Highlights: 

• Amongst all 5 automatic call distribution software, Emitrr has the highest rating in terms of features, customer support, value for money, ease of use and overall rating, according to Capterra and GetApp. 
• Next in line, Nextiva has some robust features and has decent ratings in value for money, ease of use and customer support. 
• Lastly, RingCentral, CallHippo and Dailpad rank below 4.5/5 in overall ratings.

Benefits of using Automatic Call Distribution Software for your business 

There are multiple benefits of using  Automatic Call Distribution Software specified for your business, some of them are: 

Achieving First Call Resolution

Automatic Call Distribution (ACD) software helps solve customer issues on the first call by connecting them to the right person right away. This means fewer follow-ups and happier customers. It also saves time by cutting out unnecessary steps, making your team more efficient and improving customer service. In short, ACD makes things quicker and smoother for both your team and your customers.

Faster Response for High-Priority Customers

With  Automatic Call Distribution Software, your top customers get faster service. It recognizes important calls and sends them to the best available agent right away. Using ACD call centre technology, you can make sure urgent calls are handled quickly, reducing wait times and keeping your high-priority customers satisfied.

Seamless Omnichannel Communication

Automatic Call Distribution Software works across different channels like phone, chat, or email, making sure all customer requests get to the right agent. Whether it’s through a call or an email, this call distribution software connects everything into one smooth system, making it easier to manage and respond quickly.

Reducing Unnecessary Call Volume

By using  Automatic Call Distribution Software, calls are sent to the correct person or department right away, cutting down on wrong transfers or unnecessary call-backs. This call management system makes things more efficient for your team and gets customers the help they need faster, reducing the overall call volume.

Minimizing Excess Administrative Workload

Automated call centre systems reduce the need for manual call handling. The automated call distribution system takes care of routing calls, so your team can focus on other important tasks. This not only reduces administrative workload but also makes daily operations run smoother and more error-free.

Reducing Wait Times

 Automatic Call Distribution Software helps customers connect to the right agent faster, cutting down on the time they spend waiting. By using call routing software, your business can respond more quickly, making sure customers get the help they need without long delays. This improves the overall experience for your clients.

Features You Should Look For In Automatic Call Distribution Software

These are some of the most important features one should majorly look for when choosing automatic distribution software: 

Call Queues

When choosing  Automatic Call Distribution Software, look for a system that handles call queues efficiently. Call queues ensure that customers don’t get lost, waiting to speak to an agent. The software keeps everyone in line and connects them in order, helping to manage high call volumes smoothly.

Call Forwarding

A great  Automatic Call Distribution Software should have call forwarding. This feature lets calls be transferred to the right agent or department automatically, ensuring customers get connected with the right person quickly. It reduces the need for customers to wait or repeat their requests.

Call Recording

Automatic Call Distribution Software with call recording is essential for keeping records of conversations. It allows you to review calls for quality control and training purposes. This feature helps businesses improve their service by learning from past interactions and ensuring compliance with policies.

Caller ID

Having caller ID in your  Automatic Call Distribution Software is important for recognizing who is calling. With caller ID, your agents can greet customers by name and be better prepared for the conversation. It also helps prioritize calls, especially from key clients.

Voicemail and Visual Voicemail

A reliable  Automatic Call Distribution Software will offer voicemail and visual voicemail options. When agents aren’t available, customers can leave messages. Visual voicemail makes it easier to manage and respond to these messages, ensuring that no inquiry is overlooked.

Call Management

Effective call management is crucial in any  Automatic Call Distribution Software. This feature lets you track, route, and organize all incoming and outgoing calls, making sure every call is handled efficiently. It helps reduce chaos during busy hours and ensures smooth operations.

IVR Menus

Interactive voice response (IVR) menus are a must in any  Automatic Call Distribution Software. IVR menus guide callers to the right department or agent through simple prompts. This feature cuts down on unnecessary call transfers and helps resolve issues faster.

Task Management Dashboard

A good  Automatic Call Distribution Software should come with a task management dashboard. This feature gives agents a clear view of all ongoing tasks, including calls they need to handle, follow-ups, and more. It helps agents stay organized and prioritize their work better.

CRM Integrations

 Automatic Call Distribution Software that integrates with CRM systems is a huge advantage. It connects your customer relationship management tools with your call centre, making it easier for agents to access client information and deliver personalized service during every interaction.

Ring Groups

Look for  Automatic Call Distribution Software that supports ring groups. This feature allows calls to ring multiple agents simultaneously, ensuring someone can take the call quickly. It’s a great way to reduce missed calls and improve customer satisfaction.

Skill-Based Routing

Skill-based routing is a feature in Automatic Call Distribution Software that directs calls to the agent best suited to handle the issue. This makes sure customers get expert help right away, improving the chances of resolving their problem on the first call.

Reporting and Analysis

Automatic Call Distribution Software with built-in reporting and analysis tools gives you valuable insights into call performance. You can track metrics like call volume, agent response times, and customer satisfaction, helping you identify areas for improvement and boost overall efficiency.

Omnichannel Routing

Omnichannel routing is an essential feature in modern  Automatic Call Distribution Software. It ensures that customer requests from different channels, like phone, chat, or email, are all routed to the right team. This creates a seamless customer experience across various platforms.

Incoming Call Classification

Lastly, good  Automatic Call Distribution Software should have incoming call classification. This feature sorts calls by type or priority, ensuring urgent issues are addressed first. It helps in managing high-priority cases effectively and ensures that no important call slips through the cracks.

Detailed analysis of Best 5 Automatic Call Distribution Software

1. Emitrr

Emitrr is an all-in-one communication platform offering robust automatic call distribution (ACD) software. It includes features like automated call routing, missed call-to-text, and performance analytics. This streamlines communication for businesses by efficiently managing calls and helping to resolve customer issues quickly. With these tools, businesses can boost customer satisfaction and improve overall team efficiency by handling queries promptly.

Features of Emitrr

• Automated call distribution capabilities for effective routing
• Missed call-to-text feature for instant customer engagement
• Call performance tracking with detailed analytics
• Seamless integration with third-party systems like CRM
• Customizable IVR menus for better customer navigation
• Omnichannel support for calls, messages, and video conferencing
• Detailed call analytics and reporting features
• Voicemail and voicemail to text 

Pros  of Emitrr

• User-friendly interface, making it easy for agents to navigate
• Excellent customer support and training resources
• Affordable pricing with various plans for different business sizes

Ratings of Emitrr

• Capterra: 4.5/5
• G2: 4.6/5

2. RingCentral

Second comes, RingCentral a comprehensive automatic call distribution software, that integrates voice, video, and messaging tools. It provides advanced call routing and reporting features, enhancing productivity and customer experience for businesses.

Features of RingCentral 

• Skill-based routing
• Omnichannel support
• Call analytics
• Mobile access
• Call management

Pros of RingCentral  

• Easy set-up 
• Good customer service 
• Strict organizational flow

Cons of RingCentral 

• Higher pricing tiers can be expensive for small businesses

Ratings of RingCentral 

• Capterra: 4.3/5
• G2: 4.5/5

3. Nextiva

Nextiva provides reliable automatic call distribution software, combining call queuing, IVR systems, and CRM integration. Its focus on customer support and competitive pricing makes it an ideal communication solution.

Features of Nextiva

• Call queuing
• CRM integration
• Voicemail features
• Call recording
• IVR systems

Pros  of Nextiva

• Excellent customer support with 24/7 availability
• Customizable call flows to suit business needs

Cons  of Nextiva

• Occasional issues with call quality
• Setup can be time-consuming for new users

Ratings of Nextiva

• Capterra: 4.4/5
• G2: 4.4/5

4. CallHippo

CallHippo delivers intuitive automatic call distribution software, perfect for startups and small businesses. Featuring call tracking, customizable IVR, and instant call forwarding, it ensures efficient communication at an affordable price.

Features of CallHippo

• IVR customization
• Call tracking
• Call forwarding
• Global numbers
• CRM integration

Pros of CallHippo

• Affordable pricing plans are suitable for startups and small businesses.
• Quick setup process and user-friendly interface.
• Global calling capabilities with local phone numbers.

Cons of CallHippo

• Limited advanced features compared to larger competitors.
• Some users may experience occasional latency in call quality.

Ratings of CallHippo

• Capterra: 4.2/5
• G2: 4.3/5

5. Dialpad

Dialpad is a cloud-based automatic call distribution software that utilizes AI for optimizing call management. With advanced analytics and flexible routing, it enhances collaboration and improves customer interactions effectively.

Features of Dailpad

• Voicemail transcription
• Call routing
• Call recording
• Flexible integrations

Pros of Dailpad

• User-friendly interface with intuitive design.
• Strong focus on collaboration and team communication.

Cons of Dailpad

• Higher costs may not be justified for smaller businesses.
• Difficulties with customer support response times.

Ratings of Dailpad

• Capterra: 4.3/5
• G2: 4.5/5

Why Is Emitrr The Best Platform For Automatic Call Distribution? 

Emitrr stands out with its top-tier features when it comes to automatic call distribution software, as it is designed to understand and help businesses easily handle bulk calls and distribute them accordingly. Here’s why Emitrr should be your ideal pick

Manage All Your Business Phones on One Platform

Emitrr’s  Automatic Call Distribution capabilities allow you to manage all your business phones in one place. This makes it easy to keep track of calls from different numbers and departments without any confusion. Having everything centralized saves time and helps your team stay organized.

Automated Missed Call-to-Text Capabilities

One of Emitrr’s key features in its automatic call distribution app is the automated missed call-to-text functionality. When a call is missed, the system instantly sends a text message to the caller, ensuring they feel acknowledged. This feature helps businesses stay responsive and capture potential leads, preventing missed opportunities while keeping customers engaged

Easily Check the Performance of Your Calls

With Emitrr’s automatic call distribution app features, you can easily check how your calls are performing. The platform provides useful reports and insights, helping you see which calls are being answered and how long customers are waiting. This makes it simple to spot areas for improvement.

Effortless Integration with Third-Party Systems

Emitrr’s  Automatic Call Distribution Software seamlessly integrates with third-party systems like CRM tools. This means you can pull in important customer data without hassle, making your call handling more efficient. This integration ensures that your team has all the information they need at their fingertips.

Superior Customer Service

Finally, Emitrr is known for its superior customer service. With Automatic Call Distribution (ACD) software, your team can deliver fast and efficient support, ensuring customers get the help they need without delay. The system helps ensure that calls are routed to the right agents, so customers get the help they need right away. Happy customers lead to a thriving business!

Frequently Asked Questions 

Conclusion

Automatic call distribution software helps you suffice all your bulk inbound call issues and helps them manage in the easiest way possible. Emitrr serves as the perfect solution for businesses, offering advanced features like skill-based routing, automated call handling, missed call-to-text capabilities, and seamless integration with third-party systems. This ensures calls are directed to the right agents, reduces wait times, and enhances overall customer satisfaction, making it easier for your business to deliver excellent customer service every time. Book a demo right away to take your call services to the next level!