Deliver speedy and accurate resolution by routing calls to the expert agents for the query.

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Do slow resolutions hinder your ability to deliver a personalized customer experience?

Transfer high-value customers to the most skilled agents and ensures all your high net-worth individual (HNI) customers receive a personalized customer experience with ACD. Deliver faster responses to priority callers.

Is your current call routing mechanism causing delays and increasing the cost-per-call?

Improve your call resolution rate by transferring calls to the most suited agent in the first go with an automated call routing system. The customer can get their query resolved without being transferred from one department to another, which drastically cuts down the cost per call and effort.

Are your agents increasing the waiting time in handling queries that don’t fall in their expertise?

With efficient call routing, agents can solve customer queries that align with their expertise rather than catering to queries that do not. This dramatically reduces the average query handling time and ensures accurate resolutions.

Deliver personalised experience and reduce
call chaos with automated call routing

Flexible Routing

Gives you complete ownership to decide how and whom you want to route calls with a powerful node flow designer. Decide the best routing mechanism based on the CRM data, IVR selection, business hours, and agent skills to optimize each caller’s experience.

Customer Persona-Based Routing

Do not keep your VIP customers waiting for long. Shorten the IVR playback while routing calls to the appropriate agent faster. Provide a hotline to connect with the agent in minimum time and ensure HNI customers are prioritized first in case of high call volume.

Behavior or Transaction-Based Routing

Route customers intelligently based on recent transaction or behavior history. Customers who recently purchased will be directed to a different IVR queue than others, leading to a more personalized and efficient experience.

Preferred Agent Routing

Connect customers with the same agent they previously spoke to within a certain time frame and allow fast and quality resolution.

Emergency Routing

Efficiently handle emergency situations. Connect critical calls to any available agent, regardless of their skills or the customer's history, to ensure prompt and effective resolution.

How Exotel ACD Works?

Customer Information

The firt step of ACD is to collect information about the customer's intention. this information gets collected as the customer enters IVR inputs before landing on an agent.

Call Queueing

The next step is sorting the customers into a waiting list as per agents’ availability and suitability. It determines queue order based on several factors, such as status, waiting time, and the type of query. It also considers the traffic volume, time of the day, queue wait times, and the department on the receiving end of the call.

Automated Call Distribution

ACD uses the gathered information to match the query with the agent’s expertise and redirects the call to the agent capable of handling the concerned query.

Redefine the way you handle queries

Deliver customer satisfaction

Reduce response time by redirecting calls to the right agent and ensure prompt and efficient resolution of customer inquiries.

Boost productivity

Increase agent productivity and job satisfaction by assigning calls to agents based on their expertise.  

Resolve queries faster

Address critical calls quickly. Direct priority calls to expert agents and get faster responses and improved customer satisfaction.

Connect quickly

Efficiently serve a global customer base by connecting callers with the nearest available agent.


An Interactive Voice Response (IVR) system allows businesses to enable their customers to self serve by configuring multiple IVR options. For example – a Bank IVR can configure multiple self-serve options like – Press 1 – Know Your Balance Press 2 Credit card related Information Press 3 Demat account-related information Press 4 Current account-related information Press 5 Talk to Agent Press 6 Go back to the previous menu.

Yes, Ameyo Synthesizer allows you to design your own interactions and call flows using a simple, easy to use drag and drop tool. Ameyo synthesizer also help you to configure ACD nodes additionally helping with call distribution to Agents.

An IVR blaster is primarily used to collect customer feedback and send bulk notifications to customers. For instance, after an order is delivered, an automated call is placed to the customer asking them to rate their experience like Press 1 for ‘poor’ or Press 5 for ‘satisfactory’ and so on.

IVR configurations get complex as a business expands its products, services & reach of markets. We at Ameyo acknowledge the growing needs and complexities of businesses and cover multiple use cases for businesses of varied sizes and complexities. Few of our IVR highlights being:
– Multiple level IVR
– Multi-lingual Support
– Self-service options
– Dynamic IVR – Change real-time prompts based on CRM/Database
– Non-business hours support
– Personalized messages
– Easy CTI and CRM Integrations
– Call logging and reporting mechanisms
Having a complete call center suite for your business will help you achieve all these and a lot more.

The cost of an IVR system depends on various factors such as the number of agents, the business setup, etc. To get the best IVR pricing,talk to us today.

This IVR is part of our complete call management suite, Ameyo Voice. You can reach out to us here for further details.