Automated Call Distribution Systems

Automated call distribution or ACD is a telephone technology which can control incoming calls and process them based on the number dialed as well as a corresponding database of handling instructions. ACDs are also used to validate callers, make outbound calls, forward calls to the right people, allow callers to record messages, gather statistics about users, and balance the use of phone lines, apart from many other services.

At one point of time, the ACD system was used only by call centers with hundreds of employees. However, with the advancement of technology and the drop in prices, ACD system is now available to even the smallest of companies.

By means of the ACD system, calls to your numbers can be evenly distributed among your caller agents. This routing can occur instantly without keeping any of the callers in waiting. Call queues will have only the shortest possible delay. ACDs can also manage the assignment of calls to the agents available in a particular group or the relevant group, irrespective of their location. In instances where no call agents are available at a given point of time, callers would be set to wait for a particular period of time in call queues or maybe directed to a voice mail system.

The phone system can help you give central access numbers for your callers. ACD systems are mostly found in offices which handle large volumes of inbound calls from callers who do not have a specific need to talk to a particular person but at the same time, need to talk to someone at the earliest opportunity. The routing works in such a way that the best available employee is needed for a particular incoming call.

ACD servers for large call centers usually cost between a few thousand dollars to nearly a million. Top quality ACD sytems contain features such as digital recording (why record calls?), conferencing, silent observation, agent coaching and outbound call blending.