ACD

ACD, or Automatic Call Distribution, is a technology used in call centers to efficiently route incoming calls to the appropriate agents. When a call arrives, ACD systems determine the caller’s needs and direct the call to the most suitable available agent, based on factors like skill level or availability. This helps reduce wait times, improves customer experience, and ensures that calls are handled by the right person quickly. Essentially, ACD acts as an intelligent traffic manager for phone calls, streamlining communication and boosting overall operational efficiency.