Automated Call Distribution

Automated Call Distribution ensures calls get routed to the correct person or department.

Automated Call Distribution (ACD) distributes incoming call to a specific person or group depending on preset requirements.

Automated Call Distribution Overview

ACD systems are used to route incoming calls, and are often found in offices that handle large volumes of incoming calls.

Automated Call Distribution – A Closer Look

ACD is a feature that is commonly provided by call center solutions providers which equitably distributes incoming calls among a designated group of agents or telephones. It is the heart of an inbound call center, and enables operations to run smoothly.

Automated Call Distribution from AVOXI

Automated Call Distribution is available with AVOXI’s virtual call center solution, Smart Queue.

ACD systems are able to route calls based on several factors, including:

  • Caller ID recognition
  • Dialed Number Identifaction Service
  • Time of day
  • Parameters established in conjunction with an IVR

In the mid-1960s, private branch exchange solutions began using automatic call distribution to handle large numbers of calls. The invention of ACD technology made the concept of a call center possible.

Some of the benefits of ACD include:

  • More productive agents
  • Fewer dropped calls
  • Higher customer satisfaction

To learn more about Automated Call Distribution, visit the following sites.

Call Center Guide

Download the Call Center Guide


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