ACD or Automatic Call Distribution is used to direct incoming calls to the most appropriate service and agent.
The system uses automatic rules to determine who has the proficiency to respond to a customer request, allowing contact centres to be more efficient.
Automatic rules can be:
The main advantages of ACD are:
ACD makes it possible to distribute calls to relevant and competent agents according to the need of the client.
Calls are thus transferred to agents based on availability, expertise (e.g. on a specific product or service) or language skills. In other words: Once the reason for the call is known, the connection must be made according to the agents available. It is therefore ACD that is in charge of choosing this connection.
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