Moreover, because calls are routed to available personnel instead of being blindly routed to a line regardless of whether someone is there to answer, ACD ensures that your business answers far more calls. This ensures that calls get answered in the order that they come in, minimizing the time that callers wait on hold. What Type of Buyer Are You? What is an Automatic Call Distribution System?Įssentially, a phone system or call center system with ACD capabilities parks incoming calls in a "call queue" and then routes them to call center agents or employees as they become available.
#Call queue solutions software
What is an Automatic Call Distribution System?Ĭommon Functionality of Automatic Call Distribution Software We’ll answer the following questions you might have about automatic call distribution: Moreover, if the call is placed to one of your business’s main numbers rather than an employee’s dedicated number, how will you ensure that the call on hold is answered by one of your available employees?Īutomatic call distribution is a capability both of integrated call center suites and standard business phone systems that solves these problems by enabling call queueing and rules for routing calls from the queue to your employees. Most of us can guess what the outcome of that strategy will be. Most callers don’t like being placed in a queue, but consider the alternative: to simply let them wait indefinitely on hold. Buyers Guide Last Updated: March 16, 2023
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