Each of us has contacted customer support service by phone. That means that you have encountered such technologies as IVR and ACD. In the first case, we are talking about interaction with a computer program. In the second case, a human operator is involved in the communication.

What is IVR?

The technology allows customers calling a company to get answers to questions through voice commands and pressing certain keys on the phone. There are also more advanced technologies that can recognize speech.

The IVR benefits for businesses:

• Automates user experience as it connects to CRM - customer relationship management system.
• Saves managers from monotonous activities by solving single-type problems.
• Effectively distributes calls depending on the language of the subscriber, the subject of the call, and information about the user in the database. This allows you to promptly resolve issues, which has a positive impact on the company's reputation.
• The system is available around the clock, so the client can contact us at night, outside of business hours.

If the client has a problem that is not in the script, IVR offers to contact the manager by pressing a certain button. In this case, ACD is connected.

What is ACD?

The system determines which operator is available and redirects the call to him.

If a customer is interested in a certain question in the voice menu, ACD connects them to the operator who understands it best. When no specialists are available, the system places the call in a queue, and to fill the pause, it usually turns on music.

The ACD benefits for businesses:

• Improves customer service by allowing problems to be resolved quickly without a visit to the company.
• Reduces the number of callers who have been unable to reach a service technician, which has a positive impact on brand reputation.

The technology increases the efficiency of operators' work, as it allows them to analyze their performance and quality of service. The system provides reports, including waiting time in the queue, time spent in the voice menu, evaluation of the operator's work by the client, and data about each call.

What to Choose — IVR or ACD?

IVR and ACD are technologies designed to work together, so it is better to connect both. IVR closes the same type of requests and helps users find the answer, without addressing the operator. And ACD is necessary, when the problem is not solved through the voice menu.

How to Connect IVR and ACD in Decision Telecom

Licensed carrier Decision Telecom offers world-class telephony services, including those related to integrating IVR and ACD into your company's operations. To order the service, leave a request to our manager, and we will review it as soon as possible.