ACD (Automatic Call Distribution)

Automatic Call Distribution (ACD) is a technology used in customer service centers to efficiently route incoming calls to the most appropriate agent or department. When a call arrives, ACD systems analyze factors like caller needs, agent availability, and skill set to direct the call accurately and quickly. This process helps reduce wait times, improves customer satisfaction, and ensures that issues are handled by the right personnel, all automatically, without the need for manual intervention. It’s a vital tool for managing high call volumes smoothly and effectively.