Automatic Call Distribution

Automatic Call Distribution reduces wait time for your callers, in turn increasing customer satisfaction.

Automatic Call Distribution (ACD) is a device or system that distributes incoming calls to a specific group of terminals that agents use.

Automatic Call Distribution (ACD) Overview

The task of an automatic call distribution system is to route incoming calls to an available agent.

Automatic Call Distribution – A Closer Look

Automatic Call Distribution software is commonly found in call centers who have multiple customer service agents. ACD directs callers to the first available customer service representative who is logged in the ACD queue.

AVOXI’s Automatic Call Distribution Solution

Automatic 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