Automatic Call Distribution(ACD)

Automatic Call Distribution (ACD) is a telephony system that automatically distributes incoming calls to a specific group of agents or departments based on predefined rules, including time-based routing, Choice-based Routing with IVR, Queuing, and more.

ACD systems are commonly used in call centers or customer support centers to optimize call handling and improve overall customer service. When a call comes in, the ACD system uses algorithms to determine the best available agent to handle the call.

ACD vs IVR

Before the call is queued and routed, it first has to go through your IVR system.

The ACD system is sometimes mistaken for the IVR system. However, they serve different purposes: ACD is a form of automatic call distribution or call routing based on different factors, while IVR provides self-service options and automated interactions with callers.

To elaborate, IVR consists of a series of menu choices or prompts given to incoming calls to direct them to specific departments. Once the customer selects an option, ACD routing automatically connects the call to the appropriate agent. When used together, the ACD system and IVR can greatly improve customer experience and agents engagement in your call center.

Here’s a step-by-step explanation of how automatic call distribution works.

Step 1: Caller Identification

Yeastar provides two methods to identify incoming calls effectively:

Interactive Voice Response(IVR): Callers can specify the purpose of their call by selecting numbers from the IVR menu on their phone. This feature allows for efficient routing and better call handling. Learn More

Dialed Number Identity Service (DNIS): DNIS enables users to configure their IP phones to display the trunk through which the call is passing. This feature helps in directing the call to the right place, in the right language. Learn More

Step 2: Call Queueing

If agents are busy at the moment, the ACD system places the call in a queue until the agent is available. Callers may hear hold music or informational messages while waiting. The automatic call distribution system determines the order of the queue based on a number of factors such as:

Caller’s wait time

Agent Availability

Agent skills and expertise

Agent workload

In certain ACD systems, your VIP callers may be given higher priority based on specific criteria. With Yeastar, we offer a priority queue^* feature that enables you to assign weights and default priority to queues. Moreover, you can prioritize calls that have been waiting in the queue for a longer duration by assigning them acceleration weighting. This reduces wait times and improves the overall customer experience.

Step 3: Call Routing & Agent Connection

The last step is to connects the caller to a live agent.
ACD system efficiently routes calls using pre-defined distribution strategies to connect customers with the right agent promptly. In cases where the agents are busy, Yeastar call center offers automatic queue callback, allowing callers to reserve their position in the queue without having to wait on hold. And the caller will receive a callback as soon as the agent becomes available.

Explore the Call Center Solution on Yeastar Phone System →

ACD makes you more responsive to customer calls. Even with a high volume of calls, customers can still get in touch with the right agent as quickly as possible. During off-work hours, ACD (via the IVR) can offer certain automated answers right away.
Generally, ACD offers the following benefits:

Cost savings

Easy management of high call volume

Efficient call handling

Improved customer experience

Elevated agent engagement & performance