
Automatic Call Distributor (ACD)
An Automatic Call Distributor (ACD) is a telecommunication system that automatically routes incoming calls to the next available agent or representative. This is typically used in call centers, where a large volume of calls are received and need to be handled efficiently. The ACD system can be programmed with different rules and logic to determine how calls are distributed, such as by skill level, language, or priority. ACD systems can also provide callers with options, such as pressing a button to be connected with a specific department or agent. Some advanced ACD systems also have features like call monitoring, call recording, and call analytics.
Further Reading

FedRAMP Explained: 10 Essential Facts for Government Agencies
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CX-2025 As Part Of Your Disaster Recovery Plan
CX-2025 can be a back-up system to your on-prem T-Metrics Contact Center.

T-Metrics Delivers a Differentiated Value Approach to the Contact Center
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