What is Automated Call Distribution (ACD)

Automated call distribution (ACD) is a technology to improve customer satisfaction and maximize agent utilization by introducing fair automatic agent selection and a short wait time for incoming calls. Bright Pattern Contact Center includes this functionality in omnichannel blended ACD.

Automated call distribution (ACD):

  • Automatic distribution of calls to contact center agents
  • Short wait times for customers
  • Fair agent selection based on agent availibility and skills
  • Efficient call routing for contact centers

Bright Pattern’s cloud-based, multichannel contact center software, Bright Pattern Contact Center, uses IVR to automate customer interactions and improve contact center services. The multichannel software enables communication using voice calls, email, SMS, social messengers, and video calls and chats, with in-app support. Bright Pattern Contact Center’s tools for routing, reporting, recording, quality management, coaching, and surveys provide meaningful ways to assess agent and team performance, while CRM integrations and cloud APIs allow for smart collaboration with all your cloud-based applications.

Learn more about Bright Pattern Cloud Contact Center Software and Automated call distribution (ACD)