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Glossary

What is Automatic Call Distribution?

Automatic Call Distribution (ACD) is a technology tool that is used widely by the call center industry to manage their inbound call center services. It helps to automatically distribute incoming calls to call center agents or employees with specific skills. 


Automatic call distribution aims to aid inbound contact centers in screening and handling large quantities of calls in order to keep the person from being overburdened. It also improves customer experiences by connecting them with a qualified individual as quickly as possible.

How Does Automatic Call Distribution (ACD) Work?


ACD works in the following three steps. Have a look at them!

Information and Identification of Callers:


As previously stated, the first step is to use an IVR to probe the caller's intent. Caller ID systems can also reveal the language and location of a caller. This allows the ACD to connect the caller with the agent most equipped to help them solve their problem.

Queueing of Call:


Following that, the callers will be placed on a waiting list. The distribution system determines the queue's order based on a number of factors, including:


  • Status


  • Waiting time


  • Query


VIPs are usually given precedence over others, but the system may be configured to prioritize calls based on the other factors mentioned above.

Routing of Calls:


The final stage is call routing. The calls will be routed by the ACD according to the distribution plan you select.


Do you want to cut down on the time your clients have to wait? The ACD can forward the call to whoever is available at the moment. Do you want your client to be handled by the best agent in the business? You may set up the system such that it distributes based on an agent's skills.

What are the Major Benefits of ACD?


Consider the following benefits of automatic call distribution:


  • Provides instant and intelligent call responses.


  • Enhanced productivity.


  • Reduce overall costs.


  • Provides a cloud-based system.


  • Helps to improve branding.


  • Offers integration of software.


  • Optimization of efficiency.


  • Helps to improve collaboration.

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