LiveVox ACD

How It Works

Automatic call distribution, or ACD, is a contact center tool that sorts incoming calls and routes them to various destinations: - It uses an interactive voice response, or IVR, system to gather information from the caller, then weighs that information against a set of rules to decide where to send the call. - Based on their inputs and the call center’s preconfigured rules, a customer may be routed to a live agent, a voicemail box, a self-service tool, another IVR menu, or some combination of these. - Handles routing and advanced calling features for inbound and outbound calls Enables scheduled business hours, custom greetings, and hold music, among other functions. - Enables scheduled business hours, custom greetings, and hold music, among other functions. - Automatic call distributor systems were once used primarily for routing phone calls, but they can now be used to handle incoming requests across channels, including email, text, and live chat.