ACD phone systems are driven by automated call distribution (ACD) technology that routes inbound calls to contact center agents based on agent skills and availability. A game changer for call centers, ACD phone systems can help improve customer satisfaction by selecting agents fairly and automatically according to who is available and who is the most skilled at handling the call. Bright Pattern Contact Center includes ACD functionality in its omnichannel contact center solutions, enabling automatic distribution of all types of interactions—email, voice, rich web chat, SMS/text, and social messengers.
An ACD phone system provides:
- Automatic distribution of calls to contact center agents
- Short wait times for customers
- Fair agent selection based on agent availability and skills
- Efficient call routing for contact centers