What is Automated Call Distributor (ACD)?

Overview

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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