Learning ACD features will give you a better understanding of what an ACD is and why this technology is so important.ĪCDs use rules or pre-defined criteria to route calls to the agent or department that is most skilled for helping the caller.īy routing incoming calls to agents based on caller needs, the communication process is sped up and also produces better results.Ĭomputer Telephone Integration (CTI) technology enables agents to make and receive calls directly from their computers. Listed below are all the different capabilities of ACDs and their benefits. The algorithm can be based on a wide range of information including agent availability, agent skill sets, customer information, Caller ID systems, integrated databases and information the caller enters on his or her keypad. The algorithms are essentially a set of rules or criteria used as instructions for routing incoming calls. Understanding The ACD Routing StrategyĪCDs use algorithms to customize routing strategies for companies based on needs and business goals. ACDs help companies meet customer needs more efficiently. Knowing where to send incoming calls before they are answered is a huge help for companies receiving a large volume of calls. ACD stands for “Automatic Call Distributor” – a telephony system that recognizes, answers and routes incoming calls to the terminal or agent that is best suited to handle the caller’s needs.
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