ACD systems help contact centers maximize agent utilization and improve customer satisfaction. Based on automated call distribution technology, ACD systems promote fair, automatic agent selection and short wait times for inbound calls because they distribute incoming automatically to contact center agents based on agent skill and availability. Bright Pattern Contact Center includes ACD system 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.

An ACD system offers:

  • 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
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