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Automatic Call Distributor (ACD)

Definition

Automatic Call Distributor (ACD)

An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the right party, allow callers to record messages, gather usage statistics, balance the use of phone lines, and provide other services.

ACDs often provide some form of Automatic Customer/Caller Identification (ACIS) such as that provided by Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), or Automatic Number Identification (ANI).

Related glossary terms: talking translator, workforce optimization (WFO) software, knowledge base, Interactive Voice Response (IVR), click-to-callback, ANI (Automatic Number Identification), call center, do not call list, callback messaging, call logging

This was last updated in September 2005

Posted by: Margaret Rouse

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