ACD

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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 ?
Omnia's remote ACD solution supports customers that do not have or want to install and maintain an ACD on their own site.
The Presence OpenGate product works with customers' existing PBX systems or as a standalone ACD solution.
CINPHONY Email can be used in tandem with Cintech's ACD for Norstar portfolio - CINPHONY, PRELUDE and MINUET -- or any other ACD solution.
The ACD solution is clearly a competitive advantage that raises the profile of our photo services and offers additional value to our customers by providing them with an easy-to-use tool for further enhancing and managing their images.
The ACD solution can include ACDSee(TM), the customizable, award-winning, industry-leading digital imaging software used by over 24 million people worldwide.
Under that initiative, Norstar MINUET, our entry-level ACD solution, now ships with every Norstar Voice Mail, thereby introducing call center technology to hundreds of new customers every month.
Teloquent brings customers an innovative, high-end ACD solution with ease-of-use and low cost of ownership," said Doron Aspitz, Blue Pumpkin's President.
The Norstar family of ACD solutions, including PRELUDE, CINPHONY, and MINUET (an entry level ACD targeted at the smallest call centers or workgroups with up to ten agents and two groups), combines to provide a full range of capacities and features that meet the requirements of any small- to mid-sized call center.
This agreement empowers us to increase our ACD solutions capabilities and accelerate our time-to-market for our family of Strata[R] CIX[TM] IP business communication systems as well as future platforms.
Nortel Centrex IP ACD solutions enable companies to create virtual contact centers that span wide geographic areas and cross multiple time zones, ensuring the most appropriate agent available handles each caller's needs promptly.
As we continue to focus on contact center applications running on converged networks, we are committed to developing a technical practice specifically around Pure IP ACD solutions.