ACD (Automatic Call Distribution) is a call center technology that routes incoming calls to a specific group of agents based on various factors such as skills, availability, and priority. The goal of automatic call distributor software is to ensure that calls are handled efficiently and effectively by the right agents.
Smart Routing is an advanced feature that enhances the capabilities of ACD. It uses sophisticated algorithms to analyze real-time data and dynamically route calls to the best available agent based on a variety of factors such as call volume, wait time, and agent skill level. This results in a more efficient and streamlined call center operation.
Read More