Automatic Call Distribution (ACD)

Automatic call distribution (ACD) systems

ACD enables call centers to efficiently handle large volumes of incoming calls by distributing them equitably among a designated group of answering positions. Answering positions are then able to provide quality customer service and handle a call from beginning to end without placing the call on hold to answer other incoming calls. Thus, ACD eliminates the juggling effect between incoming callers. ACD answering positions can be located in the same office or in offices in different buildings on campus. Incoming calls are routed transparently and the caller is not aware of location.
MIS Real time Monitoring can give managers up-to-the-minute call center information with user-customizable graphic and tubular formats. The reports can also allow managers to optimize staff workloads and ensure calls are being answered within their operationally-set standards.