As a contact center manager, customer service-level commitments are critical to achieving enterprise goals. Meeting those commitments is your daily, hourly and even minute-by-minute challenge. Achieving those goals means ensuring the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required.

Mitel Automatic Call Distribution (ACD) is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for: