What is an Automatic Call Distribution (ACD) Solution?

A cloud-based ACD solution is a popular choice in today's digital age, as it offers an even higher level of convenience for contact center agents than traditional ACD solutions. A hosted ACD solution is fully integrated into your cloud-based contact center software to provide multiple functions.

Since the ACD system lives in the cloud, it can go mobile. Today's hosted ACD solutions give contact centers the freedom to stay in the traditional office or move to remote work, however, their company operates. The ability to move operations to remote work is particularly appealing with changing expectations in the workplace. It also allows companies to scale their business and open more locations, whether nationally or even globally, along with hiring more employees.

Cloud-based ACD solutions also bring omnichannel routing to the table, which allows customers to connect with an agent from multiple channels, depending on their preferences. Omnichannel routing can route customer queries from channels such as email, chat, text message (SMS), and social media. Offering more than one way for customers to contact your business is essential these days. After all, 66% of customershave used at least 3 different communication channels to contact customer service.

A hosted ACD solution also has the ability to collect and leverage data for a better customer experience. Customer data can give a more comprehensive view of customers so you can better provide services to fit the needs of customers.