Automatic Call Distributor
An Automatic Call Distributor (ACD) is a telephony system that receives incoming calls and routes them to the most appropriate available agent based on predefined rules.
In Depth
ACD systems are the backbone of call center operations, ensuring that every incoming call reaches the right agent as quickly as possible. Routing strategies include skills-based routing (matching caller needs to agent expertise), round-robin (distributing calls evenly), priority routing (VIP customers get faster service), time-based routing (different routing during business hours vs. after hours), and geographic routing (connecting callers to local agents).
Modern ACD systems integrate with IVR to gather caller information before routing, with CRM to access customer data for intelligent routing decisions, and with workforce management to consider agent availability and schedules. AI-enhanced ACD uses predictive models to match callers with the agents most likely to resolve their issue on the first contact, considering factors like the caller's history, sentiment, and the complexity of their likely issue.
Related Terms
ACD
ACD (Automatic Call Distribution) is the technology that automatically routes incoming calls to available agents based on skills, availability, priority, and other configurable criteria.
Automatic Call Distribution (ACD)
ACD is a telephony system that automatically routes incoming calls to the most appropriate available agent based on predefined rules such as skills, priority, wait time, or customer segment.
Skills-Based Routing
Skills-based routing is a contact distribution method that matches incoming customer interactions with agents who possess the specific skills, knowledge, or certifications required to handle each issue.
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