Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills.
An ACD typically works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) to intelligently route incoming calls to the most appropriate agent. It is the backbone of a call center and streamlines the communications process.
Calls can be routed to the specific agent or department that is most qualified to address the customer’s needs. For example, callers from Mexico will be routed to Spanish-speaking agents.
Calls can also be routed to agents or departments based on the phone number the caller dialed. For example, if the customer calls the technical support phone number, they will be routed to the technical support department.
ACD allows VIP callers to be routed immediately to the most appropriate agent, or, if none are available, they will be placed in the front of the waiting queue. Callers are identified as VIP based on pre-defined information, tags that they were assigned as well as information from integrated databases or business tools.
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