As the backbone of call center telephony, ACD, otherwise known as call routing, intelligently route incoming calls to the proper queue and the most appropriate available agent based on pre-defined strategies, including time-based routing, Choice-based Routing with IVR, Queuing, Ring All, Linear, Rrmemory.
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. Additionally, no matter where the agents are working, you can be sure the customer call will be handled fast.