Automatic Call Distributor (ACD)

An Automatic Call Distributor (ACD) is a programmable phone system that is designed to handle a large number of inbound calls. The Automatic Call Distributor automatically answers calls, plays automated greetings or announcements to callers, queues calls, and disburses the calls to the operators. The Automatic Call Distributor also furnishes reports on these activities, provides call tracking information, and helps to monitor agent performance.