![]() It is not simply a call-routing feature, it is the nerve center and control point for the call center, for both inbound and outbound voice calls and data traffic. The ACD enables call volumes to escalate intelligently, in increasingly specialized complexity. The ACD, however, is the real engine of productivity and the single piece of technology that can make the call center effective and productive for inbound sales, order taking, and customer service. Calls may also be routed within carrier networks, using the intelligence built into these networks. This function may also be performed by a software application. Traditional PBX with either internal ACD software or external server-based softwareĪt the low end is the PBX with built-in ACD that routes calls to CSRs. The following ACD options are offered by vendors: The ACD function is performed by a variety of different kinds of processors. The ACD is responsible for more than moving or routing calls it also manages the information associated with those calls. Managing information effectively with ACDsĪs call centers have evolved, a number of changes have affected the ACD and its functions. Behind this simple description of the function of an automatic call distributor are a number of underlying processes and technologies, includingįigure 2.8: Communicating with a call contact center through an ACD. ACD essentially involves taking incoming calls and moving them to the right place-the CSR's desktop computer screen. ![]() Automatic call distribution is a function performed by several components-software and hardware-in a call center.
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