What is Automatic Call Distribution (ACD)?

Basic ACD processes telephone calls on a first come, first served basis. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent. When an agent becomes free, he or she services the first caller in the queue.

Meridian 1 ACD does far more than simply process calls in sequence. A system can offer different kinds of treatment to different callers. People calling long distance, for example, can be given priority handling. Or customers placing orders can be distinguished from those seeking technical support.

However your system is configured, the ultimate goal is to serve every caller quickly and efficiently in order to meet customer service expectations. Those who do wait in a queue can be reassured with recorded announcements and/or music, and thresholds can be programmed into the system to minimize delays and divert calls to alternative queues to ensure that no one waits too long.

Automatic Call Distribution (ACD)

Meridian 1 Automatic Call Distribution (ACD), a Nortel Call Center solution, enables distribution of incoming calls in the order of arrival to the first available agent or to the agent who has been waiting the longest. This balances the workload between agents ensures that each caller receives prompt and professional service. The Meridian ACD call center offers flexible ACD call routing and treatments, supervisor tools, agent capabilities and basic management functionality

Key Features:

• Call Processing Features: Enable customization of ACD configurations to meet unique needs—handling high volumes of incoming calls and distributing them to answering agents or devices.
• Agent Features: Designed to ensure that customers receive the best possible service by providing agents with productivity tools.
• Supervisor Features: Enable administrative staff to monitor agents' work and provide agents with the support they need.