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Automatic Call Distribution

Automatic Call/Contact Distribution (ACD) is a software that enables contact centers to route customer inquiries to the customer support representative who has the skills to best handle their specific needs. Apart from the ability to route customers to the appropriate agent, ACDs have a variety of additional features that help in keeping efficiency high and costs down. Inbound/outbound call blending is another popular offering within an ACD. A quality ACD system imports customer data from company CRMs and passes it along to the agents so they can handle requests with all available information. An automatic call distributor takes a lot of the heavy lifting out of the routing process for contact centers, creating a more enjoyable experience for both customers and agents. Read more at: http://www.incontact.com/blog/what-is-automatic-call-distribution-acd/

 

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