Automatic Call Distribution

Automatic Call Distribution (ACD) is a telephony system that answers incoming calls and routes them to the appropriate agent or department based on pre-set criteria, such as the caller's needs or agent availability. This ensures that calls are handled efficiently, reducing wait times and improving customer service. ACD systems can prioritize calls, provide estimated wait times, and gather data for performance analysis. Commonly used in call centers, ACD helps organizations manage large volumes of calls effectively, enabling smooth communication and timely responses for customers.