The system consists of switching hardware, phone lines and routing software. Routing incoming calls is the task of the ACD system. The caller does want to speak with a person capable to provide information and assistance. "In computer telephony, an ACD (Automatic Call Distributor) is a system that automatically distributes phone calls to a specific group of agent work stations.ĪCD systems are quite often found in organizations that handle a large volume of incoming phone calls and where the caller has no specific need to talk to a certain person. Here is a common definition for this term: Calls could be routed to the next available person who is available to answer the caller's question or can be intelligent enough to route the caller to a specific agent or group of agents with the skillset necessary to help the caller.Īn ACD is a computer telephony function associated with automatic phone answering systems. ![]() The IVR in many cases can process the call without the need to transfer to an agent. These products automatically answer incoming phone calls and intelligently process these calls. The ACD typically work with DSC's award winning IVR (Interactive Voice Response) software. ![]() (DSC) is a leading provider of call center technology including ACD ( Automated Call Distribution) phone systems and call routing software. ![]() CALL CENTER TECHNOLOGYĭatabase Systems Corp. ACD Automatic Call Distribution Systems and SoftwareĭATABASE SYSTEMS CORP.
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