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Right Agent, Right Call, Every Time

Ensure every call reaches the right destination with INO CX's Automatic Call Distribution (ACD). Designed for efficiency, ACD optimizes your customer interactions by intelligently routing calls based on predefined criteria such as agent availability, skills, and customer preferences.
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Interface of INO CX ACD showing smart call routing, queue management, and customer contact details.
Trusted by 300+ businesses

What is ACD?

ACD is a powerful call management tool that distributes incoming calls to the most appropriate resources. Whether you're handling high call volumes or providing personalized service, ACD ensures seamless and effective communication.

Connect Every Caller
to the Right Agent

Intelligent Routing

Assign calls to agents based on skills, availability, or customer preferences, ensuring efficient resolutions.

Customizable Rules

Tailor your call flows with criteria like business hours, agent priority, or specific customer needs.

Boosted Productivity

Reduce waiting times and maximize agent efficiency by balancing workloads intelligently.

Enhanced Customer Experience

Create smoother interactions by minimizing transfers and wait times.
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Intelligent Call Routing Features for Streamlined Communication

INO CX's ACD offers a suite of advanced features designed to optimize call handling and improve customer satisfaction. These tools empower your team to deliver seamless and personalized interactions, all while maximizing operational efficiency.

Skills-Based Routing

Direct calls to agents with the expertise needed to resolve specific queries quickly and effectively.
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Preferred Agent Matching

Ensure consistency by connecting returning callers with the agents they’ve previously interacted with.
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Time-Based Routing

Adapt call distribution to align with business hours, peak times, or special schedules.
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Geographical Routing

Route calls based on the caller’s location to provide localized support and build stronger connections.
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Queue Management

Organize and optimize call queues with advanced rules, overflow strategies, and priority settings to reduce wait times
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Customizable Call Routing Strategies

Optimize call distribution with flexible, efficient routing methods tailored to your business needs, including Fixed Order, Least Active, Simultaneous, and Weighted Distribution.
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Why choosing ino cx

INO CX is designed to empower your contact center with the tools, support, and innovation needed to deliver exceptional customer experiences. Here’s why businesses trust us to elevate their customer interactions.

All-in-One Platform

INO CX unifies all communication channels—voice, email, SMS, chat, and social media—ensuring a seamless, omnichannel experience.

Customizable Solutions

Adapt workflows, features, and reporting to meet specific business needs, ensuring your outbound campaigns align with strategic objectives.

Built to Grow

Our cloud-based platform adapts as your business evolves, with flexible integrations and custom options to meet your needs.

Exceptional Service

Our team provides expert guidance from onboarding to ongoing support, helping you optimize every aspect of your contact center.
Get started with INO CX

Hear It from Our Customers

At Tiko, staying close to our users and improving customer satisfaction is our priority. And INO CX makes that possible.

Aurore FLACH
Customer Relationship Director at Tiko

INO CX’s flexibility and advanced routing capabilities helped us manage our transition smoothly, boost responsiveness, and elevate customer satisfaction.

Olivier COUDERT
Technical Support Manager at Securitas Technology France

INO CX is one of the most agile and high-performing tools I have ever tested. I also loved the collaboration with the teams—it was simply amazing. Just for that, I would recommend INO to all my peers!

Vanina POIRIER
Customer Service Director at O2 Care Services

INO GLOBAL embodies professionalism, responsiveness, and a client-centric approach. I especially appreciate their close support and ability to listen to customer needs.

Guénaël REGNIER
Member Relations Manager at UMR

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Get Started with INO CX Today!

Leverage intelligent call routing with INO CX ACD to boost efficiency, reduce wait times, and improve customer satisfaction.
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Everything You Need to Know About ACD

Automatic Call Distribution (ACD) is an advanced call routing system used in contact centers to distribute incoming calls to the most suitable agent or department. By leveraging predefined criteria such as agent skills, availability, and customer preferences, ACD ensures efficient call handling and enhances the overall customer experience.

ACD enhances customer experience by reducing wait times and connecting callers to the right agent on the first try. This intelligent call routing eliminates the frustration of being transferred multiple times and ensures faster issue resolution. By providing personalized and seamless service, ACD fosters stronger customer relationships and boosts satisfaction levels.

    • Using ACD in your contact center improves efficiency, reduces operational costs, and maximizes agent productivity. Key benefits include:
    • Intelligent call distribution for faster resolution.
    • Optimized agent workloads to prevent burnout.
    • Enhanced reporting for better decision-making.
    • Improved customer retention through personalized service.

Yes, ACD is highly customizable to align with your business goals. You can set up tailored routing strategies, such as skills-based routing to connect callers with experts, time-based distribution for peak hours, or geographical routing for location-specific support. Advanced strategies like weighted and simultaneous distribution further enhance flexibility, ensuring your call center operations are perfectly adapted to your needs.

Real-time monitoring provides live insights into your contact center’s performance. Supervisors can track call queues, agent statuses, and customer interactions in real-time, allowing them to make on-the-spot adjustments. This feature ensures better resource allocation, reduced wait times, and an overall improvement in service delivery.

Yes, ACD integrates seamlessly with popular tools like CRMs (Customer Relationship Management systems), ERPs (Enterprise Resource Planning systems), and other software. This integration enables centralized data management, automated workflows, and enriched customer profiles, helping businesses deliver a cohesive and efficient communication experience.

Absolutely. ACD is scalable and adaptable, making it suitable for businesses of all sizes. Small businesses can streamline their operations and improve customer handling, while large enterprises benefit from its ability to manage high call volumes and complex routing requirements with ease.

Yes, ACD is a cloud-based solution, which means agents can handle calls from anywhere with internet access. This flexibility is ideal for remote, hybrid, or distributed teams, ensuring consistent service quality regardless of location.

INO CX ACD gives you visibility into key metrics like call volume, average handling time, and resolution rates. These performance indicators help you monitor your operations in real time, uncover trends, and make informed decisions to continuously improve your customer service.

Getting started with INO CX’s ACD is easy. Contact our team to discuss your requirements. We’ll provide a demo and tailor the solution to meet your unique business needs, helping you streamline call center operations and deliver exceptional customer service.

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