What does automatic call distribution do?

Automatic Call Distribution (ACD) is a telephony system used in call centers or contact centers to manage incoming calls. It routes calls to the appropriate agents or departments based on predefined rules, such as caller information, language preference, time of day, and reason for the call.

What is an example of an automatic call distribution?

An example of an Automatic Call Distribution (ACD) system is when a customer calls a company’s support line and selects an option for technical support. The ACD system automatically routes the call to a specialized support agent who can assist with technical issues. The system manages the incoming calls, queues them if all agents are busy, and selects the appropriate agent based on predefined rules for efficient call handling.

Call Center

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