An automated call distributor (ACD) is used to route incoming inquiries (e.g., calls and chats) to the appropriate agent. The system helps to make contact centers more efficient by using a set of rules to determine which available representative is best qualified to take the call. The set of rules may include geographic matching, customer self-selection via a simple filtering system provided via IVR, or by identifying a current customer via caller ID or ANI.
The information used by ANI to route the call is often provided to the agent via a screen pop (CTI) so that the agent can easily understand the context of the call.
The skills-based routing component of an ACD strategy often reduces call-handling time, while increasing first-call resolution and customer confidence and satisfaction.
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