What is Automatic Call Distribution (ACD)?

[tanjimajuha20]

Since customer experience is a critical market differentiator now, it is essential to ensure that consumers meet with a satisfactory response, if they reach out to your organization with questions or problems. Your call center or contact center must therefore be able to direct incoming calls to the individual or department most qualified for handling each query. That’s where Automatic Call Distribution or ACD comes into the picture.


Automatic Call laos telegram Distribution (ACD) is a software-based telephony feature that automatically receives incoming calls and distributes them to a specific individual or business department, based on a set of rules. ACD is typically an integral part of communications systems based on Voice over Internet Protocol (VoIP), a technology that converts voice signals into data packets that can be transferred over the internet and other data networks.

Talkdesk
[Image source: TalkDesk]

An ACD system aids in assigning incoming calls to the contact center agent most qualified to assist customers with their specific issue. In this way, Automatic Call Distribution helps to eliminate unnecessary and frustrating call transfers, and long periods spent on Hold. ACD can also be instrumental in enabling organizations to increase their first call resolution rates for customer service and support issues.

Automatic Call Distribution usually works in conjunction with Interactive Voice Response (IVR), the automated system that guides customers along particular call paths based on their answers to questions about the reasons for their call. So if a caller responding to IVR presses a particular key to indicate a certain type of issue, Automatic Call Distribution technology then steps in to direct their call to the most appropriate agent or department.

Methods for Distributing Calls
Automatic Call Distribution (ACD) is a software-based telephony feature that automatically receives incoming calls and distributes them to a specific individual or business department, based on a set of rules. ACD is typically an integral part of communications systems based on Voice over Internet Protocol (VoIP), a technology that converts voice signals into data packets that can be transferred over the internet and other data networks.