ACD (Automated Call Distribution)

This is a technology that routes incoming calls according to a variety of criteria. For example, it can detect the source of a call and direct it to a language-appropriate agent. It can prompt the caller for some basic information to make sure the call gets connected to the right agent. (See IVR) ACD can also handle the transfer of a call from one agent to another, or connect to an automated “robot” to handle the call. “ACD” is also used to refer to the hardware/software system that handles call distribution.

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