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What is Automatic Call Distribution (ACD) ?

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An Automatic Call Distributor (ACD) is a telephony software system that answers incoming calls and routes them to specific agent or department within a company. 



What is an Automatic Call  Distribution ? 

An ACD system helps manage call traffic and distribute calls in the following scenarios:- 
 
  • 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 repetitive queries.

Features of Automatic Call  Distribution ? 

🔁 Skill-based routing :- 

To match your customers with the right agents your ACD needs to support skill based routing. 

💻 Basic IVR capabilities :- 

Many ACD's comes wit basic IVR capabilities. This includes upfront messaging and menus that callers can interact with using their voice or their phone keypad. This allows even smarter routing because the ACD collects further information about the caller and their issue. 

✅ Easy integration :- 

ACD's can be even more powerful when they are integrated with others system, so when shopping for new ACD, look for ones that are easily integrated. This enables automatic lookup of customer records, saving the agent time and allowing them to immediately personalize the call.



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