ACD (Automatic Call Distribution) by Novus Connect
In modern contact centers, customer experience starts the moment a call is answered. Automatic Call Distribution (ACD) by Novus Connect ensures that every inbound call is intelligently routed to the right agent, at the right time—based on skill, availability, department, or priority.
Our ACD system is designed to help businesses reduce wait times, improve resolution rates, and streamline the overall flow of communication across customer support and sales teams.
Key Features of ACD by Novus Connect:
Skill-Based Call Routing
Match callers with agents best suited to resolve their queries—based on expertise, language, or campaign.
Queue Management
Place callers in smart queues with real-time wait updates, music, or IVR options.
Agent Availability Detection
Automatically routes calls to available agents or puts them on hold when all lines are busy.
Real-Time Call Monitoring & Analytics
Track call volumes, agent performance, wait times, and missed calls.
Integration with CRM & Helpdesk
Access caller history and customer details instantly as the call connects.
Fallback & Overflow Handling
Reroute calls to alternate numbers, voicemails, or backup agents if primary routes are busy or unavailable.
They Trust us
Our Prestigious Clients
