Automatic Call Distributor (ACD) – A telephone facility that allows calls to be placed in a queue and distributed to agents according to the configured routing policy in place.
An ACD can be a huge help to a call center; it alleviates stress from both the agents and the customer. Utilizing an ACD allows more certainty for contact centers that all calls will reach an available agent as quickly as possible. It also provides music-on-hold and comfort messages for customers who are waiting, and a voice messaging box for customers who are unwilling to wait or have reached an overflow. By using the wide assortment of call distribution features available from an ACD, the use of phone lines can be balanced by agents.
Just a few of the call distribution features offered from an ACD are:
- Linear Call Distribution – Calls are delivered to agents in order, always starting with the same agent
- Rotary Call Distribution – Calls are delivered to agents in order, starting where the last call ended
- Simultaneous Call Distribution – Calls are distributed to multiple agents at once
- Weighted Call Distribution – calls are distributed randomly to agents using a weighted configuration
- Uniform Call Distribution – calls are distributed to the most idle agents first, and distributed uniformly to all agents
As always, one size does not fit all. You need to choose the type of call distribution that best fits your specific contact center needs.