What is “automatic call distributor (ACD)”?
Automatic Call Distributor (ACD) is a term that is used in a telephony system that automatically routes and distribute incoming calls to an available agent or department.
The main objective of ACD is to assist inbound contact centers in sorting and managing large volumes of calls. With this system, companies can achieve faster response time as well as improve higher agent efficiency. ACD works by adding pre-defined parameters. Many organizations utilize this in conjunction with an interactive voice response (IVR) to help create a seamless customer experience as it will help businesses manage the high volume of calls and ensure that the callers are routed to the right agent and department that is most qualified to address their concerns.
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