automated call distribution

Automated Call Distribution (ACD) is a technology used by companies to manage incoming phone calls efficiently. When a call arrives, the ACD system directs it to the appropriate person or department based on predefined rules, such as caller needs or agent availability. This helps ensure that customers reach the right representative quickly, reducing wait times and improving service. ACD systems are commonly used in call centers, allowing businesses to handle high volumes of calls while optimizing resources and enhancing customer satisfaction.