ACD


Also found in: Dictionary, Thesaurus, Medical, Financial, Acronyms, Wikipedia.

ACD

(Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer telephony integration (CTI) has produced very sophisticated ACD systems. For example, a call center might want to handle 70% of all calls in 30 seconds or less, but if it can identify a high-value customer based on calling number, it may want to ensure the call is answered more quickly. In this "priority routing," the ACD must recognize the calling number via ANI or Caller ID, consult a database and then route the call accordingly.

Human or Machine
"First-party call control" uses a human to route the call after either speaking with the caller or analyzing the caller's history. "Third-party call control" routes the call automatically.

Many Options
Routing can be based on the caller entering an ID or account number into a voice response unit (see IVR). Another option is setting up unique telephone numbers; for example, one for sales and another for service, and routing the call based on the number dialed (see DNIS).

ACDs can also incorporate "skills-based routing," in which the caller is routed with appropriate data files to the agent who has the appropriate knowledge to handle the situation, such as speaking a different language.

Handling more than phone calls, some ACDs can also route e-mail, faxes, Web-initiated calls and callback requests.

closing device, automatic closing device, self-closing device

1.A mechanism designed to ensure that an open fire door will close and latch in the event of a fire.
2. A device which ensures that a door will return to its closed position after being opened.
References in periodicals archive ?
He referred to the Concept Paper that Bahrain presented on "Promoting Intra-Asian Tourism", at the ACD Foreign Ministers' Meeting at the 68th session of the United Nations general assembly in New York.
Kuwait attaches great importance to this membership and hopes thast the distinguished member states would kindly lend their support," he said, recalling that Kuwaiti Deputy Prime Minister and Minister of Finance had sent the request to the Governors of the Central Banks of ACD members.
At the Cha-am launch of the ACD, the ministers identified key areas of cooperation they were keen to work out including poverty alleviation, human resources development, and bridging the digital divide.
The ACD has been meeting at a ministerial level since June 2001, when Thailand called for holding an ACD Forum to foster inter-Asian collaboration.
This collaboration will help Accelrys ACD users acquire the in-stock compounds critical to their projects' progress in an efficient and easy way," said Niko Gubernator, CEO of eMolecules.
The Thai minister said that the 32 ACD members need to be more connected in order to facilitate trade, investment, tourism and better understanding among the peoples.
The stores feature Dutch, English, French and German languages, currencies and product lines, including ACD Systems' ACDSee, FotoSlate and Canvas X software.
The previous Phase I and Phase II grants have helped ACD to develop the underlying RNAscope(TM) technology, which has since been translated successfully into Research Use Only products for in situ detection of RNA biomarkers in FFPE samples," commented by Dr.
CTI: the tying of the information received over the telephone to a computer system; the basic computer technology as the ACD link, associated with pop-up screens.
The ACD must pursue shared interests through close cooperation and cultural exchanges among its member countries and in this respect the ACD is in need of an appropriate strategy for proper and comprehensive development of the entire Asian countries, and even a roadmap for the purpose," Salehi said.
Salehi described the upcoming ACD meeting which will be held in Kuwait as a turning point in pan-Asian countries' cooperation.
The concert, titled, "Kristin Chenoweth, This One's Personal: A Concert to Stop ACD," is being hosted by the 3 Angels Memorial Fund for ACD Research.