Automatic Call Distribution (ACD) is a feature that directs incoming calls to the most suitable agent or department based on predefined rules. ACD systems improve customer service by ensuring calls are handled by the most qualified representatives. Calls can be routed based on:
- Agent Availability: Ensures calls go to available staff.
- Caller Priority: VIP customers can receive priority service.
- Skill-Based Routing: Directs calls to agents with specific expertise (e.g., language skills).
- Geographic Routing: Routes calls based on the caller’s location.
