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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. ACD (automatic call distribution) systems are the heart of inbound call centers. Many companies offering sales and service support use ACD’s 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. With the ACD it is so much easier to run my call centre business.

ACD’s 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). The best ACD systems today do much more than their counterparts. I feel almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service bureaus and government agencies.

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