Automatic call distribution (ACD) systems help call centers manage calls more effectively by routing incoming calls to specific agents or groups of agents based on the subject of the call. This ensures that the correct agent receives the call and makes the best use of your agents’ time.
ACD software has strong reporting capabilities. Reports are an essential component of any successful call center as they can be analyzed to produce call center metrics. Check out this resource for more information on ACD systems and reviews of the top four providers of this technology.