what is automatic call distribution ACD

Aug 28, 2020

Question: What is Automatic Call Distribution (ACD)?

Posted In: ACD Author: Nathan Campbell

An Automatic Call Distributor, or ACD, is an essential part of a call center software system that handles and answers incoming calls and routes them to a specific agent or department within a company. TCN uses the most advanced ACD cloud-based software in the industry, routing calls to the best agent based on many factors, […]

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Automatic Call Distribution, ACD, IVR, Interactive Voice Response

Jul 28, 2020

IVR and ACD: The Dynamic Duo of Call Center Technology

Posted In: ACD, IVR Author: Hannah Gardine

They say that two is always better than one. As call center technology is ever-evolving, different types of features come and go. However, IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) always come together to elevate each other with their individual features. Thanks to cloud-based technology, these features can be used for their maximum […]

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call center software

Feb 06, 2020

Call Center Software Integrations with Third-party Applications

Posted In: ACD, Cloud Call Center Software Author: Nathan Campbell

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

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Dec 11, 2019

What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Business Intelligence, IVR Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

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Nov 21, 2019

ACD Contact Center Software: Painless Customer Service

Posted In: ACD, Cloud Call Center Software Author: TCN

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

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call center ACD image

Oct 01, 2019

How ACD Systems Have Moved Beyond Round Robin

Posted In: ACD Author: TCN

Call centers everywhere know how crucial ACD systems (Automatic Call Distribution systems) are to making customers happy. It is no coincidence that the development and progress of ACD systems had paralleled the growth of the call center industry – ACD’s current capabilities dwarf what was possible before. This makes call center managers’ lives easier in […]

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call center ACD image

Aug 28, 2019

3 Tools that Electrify Call Center ACD

Posted In: ACD Author: TCN

The ACD system is a brilliant tool. It effectively routes calls to agents using a variety of methods such as: Programmed Distribution – when a call center creates a custom distribution for their call center based on factors such as language, issue, topic or goal. Round-Robin Distribution – when a call center distributes calls to […]

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using automatic call distribution image

Jun 28, 2019

3 Settings to Pump Up Productivity with Automatic Call Distribution

Posted In: ACD Author: TCN

Where would call centers be without Automatic Call Distribution (ACD)? It helps improve the customer experience. It keeps agents productive and it optimizes the flow of the workplace. There’s a reason for all of these benefits. ACD systems have unique features that bring out the best in call center agents and make it easier for […]

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ACD call system cloud contact center platform

Mar 01, 2019

4 Ways an ACD System Shortens Call Time and Increases Agent Availability

Posted In: ACD, Business Intelligence, IVR Author: TCN

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

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call center customer service

Feb 15, 2019

4 Ways a Call Center ACD System Keeps Customers Happy

Posted In: ACD, Business Intelligence, Inbound Author: TCN

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

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