Automated Call Distribution (ACD)

Automated Call Distribution (ACD) is a system used by call centers to efficiently manage incoming calls. When a customer calls, the ACD intelligently routes the call to the most appropriate available agent based on factors like skills, availability, or priority. This helps reduce wait times and ensures callers are connected to the right person quickly. ACD systems can also provide features like call queuing, recorded messages, and call monitoring, improving overall customer service and operational efficiency.