How Do ACD Softwares Work

I worked in a telecommunications company for seven years and was assigned to a call center’s customer service. We were thousand employees but there were thousands of calls too. A particular caller despite of having no need to talk to a certain agent like me, can talk to a random agent who has the opportunity to talk to him at a most reasonable time. Callers had to dial one number and I was amazed how these calls were intelligently routed.

The software responsible for this routing tactics is the Automatic Call Distributor. The Automatic Call Distributor (ACD), also known as Automated Call Distribution, is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system. The routing strategy is a rule-based set of instructions that tells the ACD how calls are handled inside the system. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming call.

USAN’s hosted ACD is a customizable software platform that integrates with their unique switching infrastructure to manage outbound and inbound calls through a single, integrated environment supporting skill-based and computer telephony interface (CTI) routing, recording and quality monitoring in conjunction with available agents. It provides call centers not only with the intelligent call distribution but also with other comprehensive capabilities. It increases service agent productivity resulting to more up-sell and cross-sell opportunities and most importantly, it increases customer satisfaction.