ACD calls are distributed automatically to contact center agents based on agent skill and availability. Based on automated call distribution technology, ACD calls promote fair, automatic agent selection and short wait times for inbound voice calls, which can help contact centers to maximize agent utilization and improve customer satisfaction. Bright Pattern Contact Center includes ACD call functionality in its contact center solutions, offering omnichannel blended ACD for distributing all types of interactions—email, voice, rich web chat, SMS/text, and social messengers.
ACD calls provide:
- Efficient call routing for contact centers
- Automatic distribution of calls to contact center agents
- Short wait times for customers
- Fair agent selection based on agent availability and skills