What is automatic call distribution in a contact centre?
Automated Call Distribution (ACD) is a telecommunications technology that is deployed in contact centres to direct incoming calls to the most suited agent or resource, based on predefined criteria.
ACD systems are purpose-built to optimise the management of incoming calls, reduce customer wait times, and elevate the overall quality of customer service by ensuring that each caller is promptly connected to the appropriate individual or department.
One of the fundamental components of ACD systems is Call Routing. These systems employ diverse routing strategies to determine the most effective way to distribute incoming calls. This distribution can depend on several factors, such as the options chosen by the caller in an Interactive Voice Response (IVR) menu, the availability and skill sets of contact centre agents, the caller’s phone number, or any other specific criteria preset by the organisation.
Agent Availability is another critical element of ACD technology. ACD software continuously monitors the status and availability of agents within the contact centre. When an incoming call is received, the system identifies which agents are both available and possess the necessary skills to handle the call efficiently, ensuring that the customer is directed to a qualified agent.
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