Automatic call distribution (ACD) lies at the heart of inbound call centers. ACD systems routes incoming calls in a PBX intelligently (based on agent skills and business rules) to service particular customers

A basic ACD system processes incoming telephone calls on first-come-first-served basis. It typically answers each call immediately and, if necessary, holds it in queue until it can be directed to an available agent.

A sophisticated ACD system does far more than simply process the calls in a sequence. It can handle operations like: managing multiple–call center queues, keeping a log of call-group activity, monitoring activities, and analyzing queues, agents, and hold time. Also, depending on user-defined business rules, an ACD system can create different processing paths for different callers. For example, individuals calling a special number can be routed for priority handling. Similarly, customers placing orders can also be identified and given a higher priority than those seeking general information.

Yet, however a call center’s business rules may be configured, the ultimate goal is always to serve each caller quickly and efficiently to meet the callers’ service expectations.

Therefore, ACD systems offer additional features for customers waiting in the queue like recorded announcements, music, or even current weather and news announcements using a text-to-speech software. Thresholds can also be configured into the system to minimize delays and divert calls to alternative queues. This can ensure that no caller has to wait for too long.

The most significant benefit of an IP-based ACD system is that it can route calls to a remote agent who may be working from home—a result of the tremendous improvement in telecommunication networks across the world.

ACD has many spin-offs, both for the company and the economy at large. It enables a BPO company to expand its workforce without significantly increasing investments, as the agents can work from home. At the same time, it exponentially increases the potential for employment generation as it offers flexible working hours from home.

Technology Options
There are basically three options that you can consider for your business as far as ACD goes and these are as follows.

• Complete TDM-based technology

• Hybrid architecture with TDM- and IP-based solutions

• Complete IP-based contact center

TDM-based ACD technology is robust and, more importantly, proven. The technology has always been around, providing toll-quality voice, and has evolved to offer state-of-the-art features. However, TDMA-based ACD systems present limitations when handling multimedia contacts and multi-site architectures and have high scale-up costs because of proprietary technologies.

IP is the evolving technology now and is comparable to TDM in terms of voice quality, due to the advancements in networking equipment. Though TDM-based contact centers have a greater market share today, IP-based contact centers are catching-up fast.

According to industry analysts, IP-based contact centers will overtake TDM-based call centers in the next two years and it will be only IP-based technology after the next five years.

• IP-based ACD Contact Centers: They offer open technology platform; multimedia contact and multimedia ACD functionality; geography-independent architecture (multi-site); easy and cost-effective  scalability; and easy maintenance. But, perhaps the biggest advantage of an IP-based ACD system is the ability to deploy agents at multiple and remote locations, without the need for adding voice switching equipment.

IP-based ACD is not without its drawbacks. Its biggest drawback is scalability. Traditionally, it is not used in call centers with more than 100 seats since it still has to prove its capability in the large call-center segment.

Companies in India, and around the world, deploy both the technologies. However, almost all large call centers in India, presently, use TDM-based architecture. Smaller centers are using server-based systems mainly due to the cost and ease of use. Apart from these, the multimedia handling capability of server-based systems may become crucial in the coming years, as increasingly the communication will be through rich hypermedia. Hypermedia will seamlessly integrate video, voice, and data, making IP-based ACD the technology of choice for call centers.