Meaning of Automatic Call Distributor

An Automatic Call Distributor (ACD) is a telephony system designed to efficiently manage high volumes of incoming calls, particularly in settings like call centers. It achieves this by intelligently routing each call to the agent or department best equipped to handle the specific query.

How Automatic Call Distributor Works

The Automatic Call Distributor (ACD) system utilizes an analysis of inputs, such as IVR selections, caller history, or preset rules, upon receiving a customer call. This process intelligently routes the call to the most appropriate agent, considering factors like skills, availability, or priority. This intelligent routing facilitates more efficient operations and aligns with current Customer Service Trends, which emphasize quicker, more individualized service.

Key Features of an Automatic Call Distributor

• Skill-based routing
   
• Queue management
   
• Real-time analytics
   
• Call recording
   
• Integration with CRM systems
   

Benefits of Using an ACD System

Automatic Call Distributor improves service speed, boosts agent productivity, increases first-call resolution, and elevates overall customer satisfaction.

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