ACD Full Form- Automatic Call Distribution

What is ACD? The full form of ACD is Automatic Call Distribution. 

ACD is a phone system that takes incoming calls. It routes them to the appropriate call center agents, departments, or IVR menu by filtering them according to a set of established distribution rules. 

Another way to think of ACD is as a call routing system that integrates with Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) systems to make sure incoming calls are properly directed to the right agents. 

To handle high call volumes, contact centers use technological solutions such as Automatic Call Distribution (ACD) systems. Customers are linked to the appropriate agent using the system's established skill-based routing.  

How does ACD work?

• In order to route the call correctly, the ACD system first employs Caller ID, Automatic Number Identification (ANI), or Dialed Number Identification Service (DNIS) to gather all of the caller's accessible information. When IVR is used in conjunction with it, the system might gather more caller data, depending on the IVR menu choice.
• The callers are then sorted into waiting lists by ACD, which also decides the queue's order based on the kind of customer question, wait duration, and status. VIP callers have the option to be positioned at the front of the queue according to their queue setting.
• Using the pre-established distribution criteria as a guide, the ACD system will then route the incoming calls. For example, calls can be routed according to the phone number's origin, the time of day, the agent's availability, skill set, expertise, or other predetermined criteria.
• ACD calls are screened according to preset criteria before being routed to an agent, in contrast to non-ACD calls that have the option to connect with an agent immediately. For instance, calls from certain prefixes can be automatically routed to agents who are conversant in the area or the local language using an ACD system.