Automatic Call Distribution (ACD)
Definition(s):
Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.
Source: ITIL
Automatic Call Distribution (ACD) is a type of telephone system that routes incoming calls to specific agents or departments based on the customer's needs. ACD systems use a variety of methods to route calls, including skills-based routing, which assigns calls to agents based on their skill level. ACD systems also allow for call queuing, which ensures that customers are not left waiting for too long.
