ACD (Automated Call Distribution)

Automated Call Distribution (ACD) is a technology that manages incoming phone calls and directs them to the most appropriate agent or department. It helps streamline customer service by intelligently routing calls based on criteria like caller needs, agent availability, or skill set. This ensures callers are connected quickly to the right representative, improving efficiency and customer satisfaction. ACD systems often work alongside other contact center tools to optimize call flow and manage large volumes, making it easier to handle customer interactions smoothly and effectively.