Meaning of Automatic Call Distributor (ACD)

Introduction

An Automatic Call Distributor (ACD) is a system that helps contact centers manage incoming calls. It quickly sends each call to the right agent. In the Philippines, BPOs use ACDs for customer service, tech support, and other call-related work.

How Automatic Call Distribution Works

When a customer calls, the ACD looks at what they need and sends the call to the right available agent. It does this to help customers get support faster. Many contact centers in the Philippines use ACDs to manage calls and reduce wait times.

Key Features of an Automatic Call Distributor

Common features include smart call routing, call queue management, agent status tracking, IVR support, and real-time call reports. These functions help teams stay organized, especially during high call volumes. Read more on Technical Support Impact

Benefits of Using an ACD System

Using an ACD makes the customer experience better by cutting down hold times and sending callers to the right experts. It also helps agents work more smoothly and keeps operations running well—important for BPOs in the Philippines that support customers worldwide. This also helps improve overall CX and supports Tech Enhances CX initiatives.

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