How Automatic Call Distribution Can Help You Close More Deals

Oleksandr Rohovnin

Content Marketer

8 minute read

It is no secret that phone calls are an excellent acquisition channel with above-average sales rates. However, it is one thing to generate phone calls and another to guarantee that these callers are routed to the most appropriate sales rep or business.

Phonexa’s automatic call distribution system, available to every Call Logic user, empowers you to guide all inbound calls through an optimal conversion route while ensuring a smooth, effortless experience for callers. When paired with our IVR solution, the ACD enables you to use multiple targeting parameters to route calls to those with the highest potential to drive profit.

Sounds promising, right?

Let’s examine automated call distribution in more detail and see how you can make every call a win-win situation for both you and the caller, as well as any potential affiliate partners.

“With phone calls, you’re typically trying to generate a customer that is further down the sales cycle than potentially just a web lead that’s put their data on a website, and you may or may not contact them.” – David Pickard, CEO, Phonexa, during the Unlocking Affiliate Sales with Call Leads, Email & SMS Marketing chat

Take a product tour and discover firsthand how Phonexa’s all-in-one performance marketing ecosystem streamlines your operations and boosts results.

What Is Automatic Call Distribution (ACD)?

Automatic call distribution, or ACD, is the process of intelligently routing inbound phone calls to the appropriate sales team, agent, or department based on predefined rules, such as caller location, time of day, or data gathered by the IVR system.

Even a basic ACD setup, for instance, routing calls from state A to agent A and calls from state B to agent B, can significantly enhance your ability to handle incoming calls efficiently and increase monetization opportunities.

Important: Your ACD should not only follow static routing rules but also seamlessly integrate with IVR systems and AI-powered call agents. These technologies may improve user targeting, dynamically adjust routing logic, and make encounters more personal by collecting real-time data.

That’s why uniting all solutions into one call management ecosystem, like Phonexa’s Call Logic, empowers businesses to achieve more precise routing, higher conversion rates, and stronger overall sales performance.

What Else Can an ACD System Do Besides Routing Calls?

First things first: An ACD system doesn’t just route calls; it evaluates a range of factors that can dramatically improve caller experience and influence conversion outcomes.

However, call routing is just one of the many functions an advanced ACD system can perform.

Here are the five call distribution flows within Phonexa:

• Comprehensive self-service options
• Smart call forwarding
• Automated callback scheduling
• Queue minimization and load balancing
• Intelligent fallback routing

A modern ACD system guarantees that every inbound call follows the most effective conversion path, helping you maximize revenue and exceed customer expectations. For instance, your ACD system can instantly connect ready-to-buy callers with top-performing agents or match local callers with agents from the same area for a more personalized touch, and that’s just the beginning.

If you run a phone call marketplace or an affiliate network, you may use ACD in a ping post system to automatically match incoming calls to advertisers willing to pay the most. This setup ensures that no call goes unsold, provided at least one bid surpasses the seller’s minimum price threshold.

Can Affiliates Benefit from Using an ACD System?

Advertisers, affiliate networks, and phone call markets are the most popular users of ACD technology. However, affiliates can also benefit greatly from it in their business. Employing an ACD gives you the power to make precise decisions about which advertiser gets which calls, with complete transparency and control over how leads are handed out.

You may set up call routing based on your own strategy from there, taking into account geo filters, bid price, priority, time of day, or any other data you have collected before or during the call. This flexibility is especially valuable when driving traffic to advertisers who restrict certain regions or sources, as you can easily reroute those leads to alternative buyers who are likely to accept them.

Taking it a step further, you can integrate an IVR system that precedes the ACD process and influences routing outcomes based on the caller’s selections. As a Phonexa client, you may use both our ACD system and our IVR capabilities on our all-in-one performance marketing platform.

Book a demo to explore how Phonexa’s ACD system seamlessly functions within Call Logic and enhances your call management efficiency.

Five Call Distribution Models within Phonexa

Whether you’re an affiliate, advertiser, or affiliate network, essentially, whether you buy or sell phone calls, your ability to define call distribution logic may vary. Still, understanding the five primary call flow models, along with their respective advantages and drawbacks, helps you navigate the phone call marketplace more effectively, attract higher-intent callers, and negotiate more profitable deals.

Below are the five main call distribution models available within Phonexa’s system:

The Synergy Between ACD, IVR, and AI Call Agents

Phonexa’s ACD system provides complete flexibility in building call distribution flows. However, you can achieve even greater precision and cost-efficiency by incorporating insights gathered from callers via your IVR system or through interactions with AI call agents, the latest innovation in our technology suite.

IVR 

As the foundation of call qualification and distribution, Phonexa’s IVR system, now enhanced with AI Call Agents, efficiently guides callers to the most relevant sales or support representatives while autonomously managing simpler inquiries in real time.

Equally important, as each conversation unfolds, the IVR gathers valuable marketing data about the caller. These insights enable the ACD to make more accurate routing decisions while giving the sales representative handling the call a strong head start with contextual information.

Below are several key advantages of Phonexa’s IVR system:

• Unlimited call handling capacity ensures smooth operations without congestion
• Independent resolution of simple calls without live operator involvement
• Custom brand voice options that reflect your company’s identity
• Seamless integration with LMS Sync and six other core Phonexa features

Furthermore, you can design personalized keypad options and IVR scripts, identify weaknesses in the caller journey, and implement fraud prevention mechanisms. Speaking of fraud protection, every Phonexa client receives complimentary access to iClear, a powerful solution that screens inbound calls across numerous data points, including identity, IP address, email, user background, and industry-specific indicators such as criminal or bankruptcy records.

Take the quiz to see how well you are protected against marketing fraud.

That said, an IVR system isn’t mandatory for ACD functionality. You only need IVR if you want to get information from callers before sending them to advertisements or salespeople. For faster connections or streamlined campaigns, you can bypass IVR entirely and rely on direct call distribution.

For instance, if you’re running a simple campaign in one vertical, like buying solar leads, pre-scripted lead distribution can be all you need. But for more complex, multi-layered campaigns, caller qualification and general performance may be greatly enhanced by combining IVR and AI call agents.

How to Leverage Call Campaign Insights to Enter New Markets & Reach Wider Audiences

Whether you’re preparing to launch a new pay-per-call campaign or expand into new territories and audiences, our predictive modelling software empowers you to make data-driven decisions rather than relying on trial and error.

Our software removes guesswork from your campaigns by merging historical data with analytical algorithms to predict which strategies are most likely to perform well. For instance, before running a paid ad campaign, you can simulate hundreds of scenarios with various factors such as timing, audience segments, and ad placements.

Enhance Call & Lead Management with Phonexa

Whether you generate, purchase, or sell inbound phone calls and leads, the Phonexa platform empowers you to uncover valuable customer insights that would otherwise go unnoticed, while keeping your operations centralized and seamlessly organized.

“When phone calls convert 30% faster, spend 28% more, and the retention rate is 28% higher, you don’t need to generate as many as you would web leads. Many people are accustomed to generating hundreds of thousands of web leads, but phone calls are not considered equal. Calls are more valuable, and therefore, you don’t need to generate as many. So businesses are leaving money on the table if they’re just neglecting them altogether.” – David Pickard, CEO, Phonexa, during the Pioneering Pay-Per-Call Excellence webinar

All your critical metrics are unified in a single intuitive dashboard, giving you a comprehensive overview of every campaign, down to the individual lead level if necessary. Meanwhile, tedious manual processes are automated, freeing you from managing call and lead routing after the initial setup.

Here are the two core solutions included at a single subscription price:

Additionally, you get six supplementary features to enhance your core solutions:

Book a demo today to learn how Phonexa can help you enhance your call distribution and turn every inbound call into a valuable conversion opportunity.

Frequently Asked Questions

What is an ACD phone system?

An ACD phone system automatically routes inbound calls to the most suitable department, agent, or company based on predefined rules. Depending on configuration and business requirements, it can also direct calls based on IVR input, though the ACD system can function independently without IVR integration.

What is the best automatic call distribution software?

Phonexa’s ACD system stands out as one of the most powerful solutions on the market, thanks to its seamless integration with IVR and AI call agents. Together, they collect rich caller insights, enabling highly accurate, efficient call distribution.

Which calls should be immediately routed to an agent?

Live transfers and real-time calls with actively engaged customers should be routed to available agents instantly to maximize conversion potential and maintain engagement.Extended wait times often lead to call abandonment and reduced conversion rates. Ensure every caller has a seamless experience by integrating an ACD system with IVR and AI call agents. This will make sure that calls are routed correctly and that wait times are kept to a minimum.