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Inbound ACD Solution by InsideSales.com blends with Outbound Power Dialer

ACD Call Routing

Inbound ACD Call Routing ACD Call Routing
Designed for both in-house and remote inbound call agents, InsideSales.com™ provides advanced ACD (automatic call distribution) and call routing tools for fast and scalable inbound call initiatives and teams looking to increase productivity. Don’t just take inbound calls, route them to the right personnel while providing a CTI pop screen, blend it with outbound calls for optimal leverage, track service levels and fail over rates while logging call times and call volume, and do it all in real time.
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How Does it Work?
ACD Setup Small View
Click to Expand ACD SetupACD Setup Large View

The ACD system links to the InsideSales.com™ inbound toll-free and IVR systems, where managers can establish which toll-free numbers should be linked to a particular call route, which agents are assigned to the route, and desired service levels. If all assigned agents are unavailable, the ACD system can be instructed to send the call to a chosen fail-over number, which could include general office lines, voice message lines, or even a cell phone.

Incoming calls are routed with key information linked to the InsideSales.com™ CRM, and then popped up on the agents’ screens for immediate tracking and reference. Since the ACD, dialer, and CRM systems are hosted on a central system accessible from the Web, it’s perfect for companies with agents in remote locations. For quality control, calls can be recorded and stored with the callers’ records, then easily retrieved for playback and distribution.


The Inbound ACD receives a toll free call that rings into the InsideSales.com hosting center then dials the defined phone number off the next available representative logged into the Inbound Call Initiative and bridges the calls together.

ACD Login Small View
Click to Expand ACD LoginACD Setup Large View

Benefits:

  1. Better Service = Higher Customer Satisfaction – The ACD routing functions make it faster and easier to connect your incoming calls to the right people with the right information. ACD reduces wait times for customers, increases satisfaction levels, and gives inbound agents higher levels of control and responsiveness to individual callers.

  2. Management Insight – Provides peace of mind for call center managers who require detailed reporting and performance metrics. Call times, volume, and other call metrics provide business insight, and call recording options provide invaluable training and quality control benefits.

  3. Increased Hold Capacity Without Paying for Local Trunking or Phone Lines - InsideSales.com ACD can offer additional hold capacity without you having to purchase more T1s or local lines for your location. We keep them on hold in our hosting and patch them through when an agent is ready to take the call, lessening your cost of internal facilities substantially and increasing flexibility for large call bursts.

  4. Marketing Insights – Track which toll-free numbers are generating the most traffic and the responses from each call. In conjunction with the InsideSales.com™ Lead Management CRM, chart which agents seem to be qualifying and closing at the highest rates, and chart the correlations between your company’s inbound dialer activity and overall effectiveness.

  5. Increased Productivity with Call Blending – The ACD links to outbound dialing initiatives, letting inbound agents remain productive during off-peak or “down times” during shifts. The ACD monitors as agents receive and disconnect from outbound calls, tracking agent availability automatically.
 
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InsideSales.com™ is the only provider of on-demand lead management CRM solutions with built in dialers and telephony integration specifically designed for responding quickly and consistently to every lead you receive. We call it Lead Response Management. We make selling through the web and over the phone easy. We tie directly to forms on your website that import your leads directly into the CRM, then we route the lead and check to see if reps are standing by. We then trigger callbacks to your leads in seconds with our power dialer; dramatically increasing the number of contacted and qualified leads you receive. We then help you manage prospects, work deals, and manage customers all out of one system. Our reporting lets you truly analyze from your lead sources all the way to dollars in the house. And with our unique 'pay for what you need' fee structure you never need to make large capital investments for enterprise class systems. You can purchase a user seat, outbound dialer seat and inbound agent seat on a per-agent basis paying only for what you need at one low rate. Sign up for a free trial, start dialing and see how it can increase your sales in 10 days or less.
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