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ACD Full Form

ACD Full Form

Edited By Team Careers360 | Updated on Apr 26, 2023 12:26 PM IST

What is the full form of ACD?

The ACD full form is Automatic Call Distributor. An automatic call distribution system is a telephone tool that receives and distributes calls to designated areas or agents within an organisation. It often acts as a direct-to-voice program of the consumer's choice. The main supporting middlewares are Computer Telephony Integration (CTI) and Computer Supported Telecommunication Applications (CSTA), which help deliver advanced ACD systems. This technology can be used with rule-based commands such as Caller ID, Interactive Voice Response (IVR), and Automatic Number Identification.

This Story also Contains
  1. What is the full form of ACD?
  2. Advantages of ACD
  3. How does ACD function?
ACD Full Form
ACD Full Form

Advantages of ACD

  • ACD systems offer many advantages over traditional telephone systems.

  • ACD systems can handle a large number of calls simultaneously and route calls to the appropriate agent based on the caller's needs.

  • ACD systems can help managers optimize resources by providing real-time statistics on call volume and agent activity.

  • You can use the ACD system to create custom call queues that help improve customer service.

How does ACD function?

  1. Caller identification and information: The first step, as mentioned earlier, is to use IVR to determine the caller's intent. You can also use the caller ID system to verify information such as location and language. As a result, ACD can direct callers to the most appropriate agent to resolve their issuess.

  2. Call Queueing: The caller will be placed on a waiting list in the next step. Distribution systems make decisions based on several variables:

  • Status

  • Query

  • Waiting

  • Time

  1. Call Routing: Call routing is the last step. Depending on the type of distribution strategy selected, ACD routes calls appropriately. Want to reduce customer wait time? Incoming calls can be routed through ACD to anyone currently available. Do you want the best agents to take care of your clients' needs. The system can be configured to distribute according to the talents of the agents.

Frequently Asked Questions (FAQs)

1. What is ACD?

An automatic call distribution system is a telephone tool that receives and distributes calls to designated areas or agents within an organisation.

2. What are the Advantages of ACD?

 The advantages are:

  • ACD systems offer many advantages over traditional telephone systems.

  • ACD systems can handle a large number of calls simultaneously and route calls to the appropriate agent based on the caller's needs.

  • ACD systems can help managers optimise resources by providing real-time statistics on call volume and agent activity. 

  • You can use the ACD system to create custom call queues that help improve customer service.

3. How does ACD function?

ACD functions are Caller identification and information, Call Queueing, and Call Routing.

4. How do use the ACD?

This technology can be used with rule-based commands such as Caller ID, Interactive Voice Response (IVR), and Automatic Number Identification.

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