In telephony, ACD stands for Automatic call distributor. It is a system that receives incoming calls, assorts them based on preset conditions and transfers the call to the right agent, team or IVR menu. In other words, ACD is a programmed call routing system that routes incoming calls to skill-based agents, teams or menus based on rules like area code of telephone number, time of the day, etc.
Example:
Identify premium customers based on the calling number and connect them in less
than 3 rings/15 seconds/directly to specialists. Automatic call distributor
system can prove to be a call center’s best friend:
–
When the call traffic is too high
– When
your call center agents are offline
–
When you want to handle after-business hours inbound calls
–
When you want to automate responses for FAQs/repetitive queries.
You can be a startup who is setting up the first call center or an enterprise with call centers across all the continents, an ACD phone system can turnaround your call center’s efficiency in connecting callers to the right agents. The end result is an improved brand image of your organization, reduce call wait times and maximize resolution rates.
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