Automatic Call Distributor (ACD)

An Automatic Call Distributor (ACD) is a telephone system used by businesses to manage incoming calls. When a call comes in, the ACD automatically directs it to the appropriate person or department based on predetermined rules, such as caller needs or agent availability. This helps ensure that callers reach the right representative quickly, improving efficiency and customer satisfaction. ACD systems can also provide features like call queuing, tracking call statistics, and managing multiple lines, making them essential for call centers and organizations handling large volumes of calls.