Automatic Call Distributor (ACD)
ACD Call Routing
Automated call distributors (ACDs) rely on call routing to make sure that inbound calls are routed to the right agent or call queue. Learn more about ACD call routing in this article.
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Automatic Call Distributor (ACD)
Automatic call distributors (ACDs) are the heart of a call center platform. ACDs are also referred to as automatic call distribution systems. ACDs do the grunt work of making sure that calls are routed to the right IVR, to the right call queues and eventually to the right agents. ACDs grew from office phone systems (also known as PBX systems). Any modern call center platform has some form of an ACD inside it making sure that calls are routed and sent to the right places.
4 articles
Automatic Call Distributor (ACD)
Call Center Recording
Call center recording software is an essential part of modern ACDs. Learn more about call center recordings and what features you should expect.
Automatic Call Distributor (ACD)
Call Queue and Call Queueing
Call queues are an essential part of automated call distributors (ACDs). Call queueing makes sure that your customer calls are treated properly before delivering the call to an agent.
Automatic Call Distributor (ACD)
Origins of the Call Center ACD
Call center ACDs (or automated call distributors) have been around for many years. Learn more about the history of call center ACDs in this article.