Glossary

What is an ACD/Automatic Call Distribution System?

Automatic call distribution (ACD) is used to direct incoming calls (or other communications, such as SMS messages) to the appropriate service agent. ACDs help make contact centres more efficient by using a set of automated rules to determine the most appropriate agent for each caller.

Some of the rules that help ensure quality include geographic matching, customer self-selection by IVR or routing a customer based on account ID or ANI.

An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.