Automatic Call Distributor (ACD)

An ACD is a system used by inbound call centers to answer and distribute calls on a first-come/first-served basis amongst the available customer service specialists (CSS). These systems can be standalone or part of larger telecommunications systems. They usually have the capability to hold callers in queue, play announcements, and collect location data about the calls for report purposes.

Using an ACD helps contact centers manage high call volumes efficiently, improve customer service levels, and optimize agent utilization. It enables faster call resolution, reduces customer wait times, and ensures calls reach the most appropriate agents based on their skills and availability. It streamlines call-handling processes and enhances the contact center’s overall efficiency and effectiveness.

How an ACD Typically Works

• Call Routing: When a customer initiates a call, the ACD receives the incoming call and routes it to the appropriate destination within the contact center. This routing can be based on factors such as skill-based routing (matching the customer’s needs with agents’ expertise), priority, or other predefined criteria.
• Call Queuing: If all available agents are busy with other calls, the ACD queues the incoming call until an agent becomes available. It may provide announcements or music to inform the customer about their position in the line and estimated wait times.
• Call Distribution: Once an agent becomes available, the ACD selects the next call in the queue and routes it to that agent. This distribution may encompass factors like agent availability, workload balancing, or priority levels.
• Call Monitoring: The ACD enables supervisors and managers to monitor and analyze call volumes, queue lengths, wait times, and agent performance metrics. It provides real-time and historical data to help optimize call center operations and make informed decisions.
• Call Recording and Analytics: Some ACDs include call recording capabilities, allowing contact centers to capture and review customer interactions for quality assurance, training, or dispute resolution. Call analytics tools can also provide insights into call patterns, customer behavior, and agent performance.