Automatic Call Distribution (Inbound ACD Systems)

A 40+-Year Tradition of Remarkable Customer Experiences

More than four decades ago, Aspect created the very first intelligent ACD system to power the first call center flight booking system for Continental Airlines. Our customer interaction management solutions have grown by leaps and bounds since then, continuously adapting to today’s savvy consumers and ever-changing market needs.

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Connect Your Customers with the Right Agents

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Take advantage of unified communications and collaborative technologies that allow you to engage workers across the enterprise while simplifying your business processes. Skills-based routing matches the most appropriate agent to each contact, while specific agent recall delivers customers who follow up on their first contact to the same agent who handled the original interaction. Deliver informed, powerful interactions in and across every channel, turning routine customer service exchanges into strong customer connections.

Inbound ACD Routing and Queuing

Our contact center platform makes it easily to apply inbound routing for all contact types, including voice, email, chat, IM, social and SMS, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.

  • Dialed number (DNIS)
  • Calling party identification (ANI)
  • Skills-based routing
  • Dynamic inbound routing
  • Enterprise routing and queuing
  • Priority routing and queuing
  • Wait-time & queue position notification
  • Queue optimization & scheduled call back
  • Abandoned call recuperation for call back
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What is an ACD / Automatic Call Distribution System?

Automatic call distribution (ACD) is used to direct incoming calls (or other communications, such as SMS messages) to the appropriate service agent. ACDs help make contact centers more efficient by using a set of automated rules to determine the most appropriate agent for each caller.

Some of the rules that help ensure quality include geographic matching, customer self-selection by IVR or routing a customer based on account ID or ANI.

An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.