One thought on “What Is an ACD in a Call Center?

  1. Arti says:

    In this case, the IVR menu serves to identify the reason for a customer’s query, using voice prompts (“press one for support, two for sales” and so on). Automatic Call Distributor (ACD) is a telephone system that routes inbound calls to the most appropriate agent based on alternative parameters (like business hours, IVR selection, the longest available agent, etc. ) and puts callee in the queue if no agent is available. In most cases, automatic call distribution software “cooperates” with the Interactive Voice Response system in routing inbound calls to the most appropriate agent.

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