Automatic Call Distribution (ACD) is a technology used in call centres to route incoming calls to the most appropriate agent. It is typically used in large call centres with multiple agents, and is designed to ensure that calls are answered quickly and efficiently. ACD systems use algorithms to determine the best agent for each call, based on factors such as the caller's location, the type of call, and the agent's availability. The system can also be used to provide callers with information such as wait times and estimated call lengths. ACD systems are an important part of modern call centre operations, as they help to improve customer service and reduce wait times. They also allow call centres to better manage their resources, as they can be used to ensure that calls are routed to the most appropriate agent. Some companies in the ACD market include Avaya, Cisco, Genesys, Five9, and NICE. Show Less Read more
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