Definition: Automatic Call Distribution (ACD) is a telephony software system that answers incoming calls and routes them to specific agents or departments within a call center based on predefined criteria. The IVR system intelligently routes a call to the most appropriate agent based on the caller’s needs.
Why is ACD Important in a Call Center?
ACD is crucial in managing large volumes of incoming calls, ensuring that they are efficiently routed to the most suitable agent, thus improving customer satisfaction and operational efficiency.
How to Measure the Effectiveness of ACD?
The effectiveness of ACD can be measured by looking at metrics like first call resolution, average wait time, and customer satisfaction.
How to Improve ACD?
ACD can be improved by regularly reviewing and updating routing criteria, training agents, and implementing AI-powered solutions like OpenQuestion.
Enhancing ACD with OpenQuestion
OpenQuestion uses advanced AI techniques to understand customer needs and swiftly route calls to the most suitable agent, improving the effectiveness of ACD.