Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a telecommunication system that efficiently manages incoming phone calls in a business or customer service setting. When a call is received, the ACD directs it to the appropriate available agent based on factors like the caller's needs, the agent's skills, and availability. This technology helps organize call flow, reduces wait times, and ensures customers are connected to the most suitable representatives, improving overall service efficiency. ACD systems are commonly used in call centers, support lines, and other customer service operations.