Automatic Call Distributor (ACD)

Introduction

An Automatic Call Distributor or ACD receives inbound calls in a customer service center and intelligently routes them to agents working in any call center jobs, to handle the inquiry. Quickly identifying the agent or group of agents to handle the call, so customers are not waiting on hold is how this tech enhances CX.

How Automatic Call Distributor Works

ACD consists of three major steps -

The ACD tool identifies the caller and the reason for their call.

The ACD system uses the caller’s information to determine the most suitable customer service agent.

The ACD system routes the call and alerts the agent.

If the first agent doesn’t pick up, it moves on to the next agent based on the call.

Key Features of an Automatic Call Distributor

• Call routing 
   
• Call queuing 
   
• Call recording 
   
• Caller ID tracking 
   
• Call forwarding 
   
• Virtual voicemail
   

Benefits of Using an ACD System

• Greater Productivity and Efficiency 
   
• Better Workforce Management 
   
• Optimized Resources 
   
• Increased Customer Satisfaction