Automatic Call Distribution (ACD) Center
An Automatic Call Distribution System (ACD), also
known as a contact center, is a service that distributes
incoming telephone calls and other types of contacts
(e.g., email) to a specific group of people (agents)
responsible for answering those inbound telephone calls
or responding to other types of contacts. ACD systems
are used by organizations that handle telephone calls
from callers who generally do not need to talk to a
specific person but want to talk to any qualified agent
able to assist them quickly.
The following are a few of the advantages a contact
- Routing of incoming telephone calls or email messages
to specific agents based on pre-established criteria
(e.g., the longest waiting call or email message
is routed to the next available agent).
- Routing of incoming telephone calls to the agent
most qualified to answer a call (e.g., agent who
is fluent in Spanish, a person who is an expert in
a certain area answers technical support calls for
- More efficient use of staff resources.
- Call routing based on campus telephone number dialed.
- Agent and queue reports containing valuable information;
statistics on the number of incoming calls and email
messages; amount of time an agent spent talking on
the phone; call counts by category (wrap codes),
total number of calls, time of day, length of calls,
waiting time before call was answered, and number
of callers who hung up before being answered, to
name a few.
- Supervisory capabilities that enable comprehensive
monitoring and coaching of agents
- Routing of calls using the Auto-Attendant feature
to the appropriate destination by using one or more
of the following methods:
- Caller self-service, in which the caller interacts
with an automated answering system using the
telephone keypad. (Great for frequently requested
information such as mailing address, deadlines,
or directions to an event.)
- Calls handling based on time of day and/or day
- Special announcements for University holidays.