Automatic Call Distributor ACD |
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| What is ACD |
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| An Automatic Call Distributor (ACD) is a system that can recognize, answer, and route incoming calls for your business. ACD's can be small systems maintaining only a few lines up to systems maintaining hundreds of lines for large applications and campaigns. |
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| When the ACD receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can receive it. |
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| ACD systems can route calls to agents or specific IVR menus based on many factors, including recognizing the number called into (DNIS – Direct Number Identification Service), recognizing the number dialed from (ANI – Automatic Number Identification), country of origin, agent availability and expertise, and time of day, just to name a few possibilities. |
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| Almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service bureaus (that may be handling infomercials or direct marketing campaigns) and government agencies. |
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| The best ACD sytems today do much more than their past counterparts. Features such as digital recording, conferencing, silent observation, agent coaching and outbound call blending should be standard in any product you are researching. |
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Call us for more information on our ACD Products. |
