Automatic call distribution system, usually called ACD, is most imperative part of any call center, afford multiple ACD group for various necessities at Call Centers. It can be used for inbound as well as outbound campaign, and configured according to needs of clients such as skill based routing, automatic call distribution, and UCD that is generally used terminology called Universal Call Distribution, etc.

An automatic call distributor (ACD) in telephony is a system that distributes incoming calls to a specific group of terminals used by agents. It is a part of a computer telephony integration (CTI) system. ACDs recognize, answer and route incoming calls.

An ACD system handles incoming calls based on the numbers called and an associated database of handling instructions. We offer sales and service support use automatic call distributors to validate callers, make outgoing calls, forward calls to the right person, permit callers to record messages, gather usage statistics, balance the use of phone lines and provide various other services.

They also distribute calls equitably to extensions called as agent lines. They permit only a limited number of staff members to effectively handle large numbers of calls, while assuming that someone is always available at the receiver side to handle calls. An ACD system also maintains records of the peak calling hours, the number of incomplete calls and the incoming call volume.

ACD: Dialer provides equal call to executives

UCD: call will be transferred to executives but it will check whose executive is sitting free from long time.

Skill based Routing: call will be transferred to executives on the basis of skills

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