what is a c d
Anyone who has ever worked in a call centre knows how difficult it is when customers call at the same time. Which caller is given priority first? What if there are no other agents available for a call? One way call centres can avoid such problems is to have a good ACD system. So let us take a look at what ACD is, what tools are available to improve customer care and how it can benefit your business overall.
What is ACD?
ACD is the abbreviation for automatic call distribution. It is a telephone system that automatically answers incoming calls and routes them to an available agent. Its purpose is to help contact centres sort and manage large volumes of calls so that the team is not overwhelmed.
It also improves the customer experience by ensuring they are connected to a competent agent as quickly as possible. But before the caller is queued and transferred, they must first go through the IVR. IVR and ACD are often confused with each other, so let us take the time to distinguish the two terms.
What is the difference between IVR and ACD?
Interactive Voice Response (IVR) is a technology that allows users to interact with an automated answering system before being transferred to an agent.
They are typically used to determine what questions the user has and what kind of assistance they need. IVRs do this by asking the user to press buttons on their phone that correspond to their problem.
