Definition : Automatic Call Distribution

Automatic Call Distribution (ACD) is a telephony system that efficiently routes incoming calls to the most appropriate agent or department within an organization. This technology uses intelligent algorithms to analyze caller data, such as their phone number, time of day, and previous interactions, to determine the best course of action for each call. By automatically directing calls to the most qualified and available agent, ACD helps businesses improve customer service, reduce wait times, and increase overall productivity. It is a crucial tool for call centers and customer support teams, ensuring that every call is handled with speed, accuracy, and personalized attention.

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