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 email, 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 ?
The acd solution currently used is the colima acd server 2008 software from colima.
Small-to-medium-sized businesses that receive many support calls but cannot afford the investment in an ACD solution.
The Advanced ACD solution is due to be released in September 2004.
Even companies with small teams fielding incoming calls can benefit from an ACD solution that provides rich reporting and coaching capabilities, as well as a robust disaster avoidance capability--something that would cost thousands of dollars before is now just priced on a per user/per month basis.
Limited Tenders are invited for Procurement Of Acd Solution 500Ml Bag (Pvms 270011)
Cost of integrating the WFM package into the ACD solution.
WFMSG), the provider of the industry-redefining Community workforce management solution, today announced that it has further enhanced its library of ACD compatibility with the inclusion of the inContact[R] cloud 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.
inContact Screen Recording incorporates a best-of-breed screen recording capability with an enterprise-level ACD solution to ensure regulatory compliance and provide a complete view of agent/customer interactions.
Omnia's remote ACD solution supports customers that do not have or want to install and maintain an ACD on their own site.
It must be considered: UC / UMS, DECT solutions, ACD solution divided between at least 2 locations, more than 20 media gateways to part with connection to the Iridium network, TDM telephones for external extensions, DECT phones with base stations to 10 locations, IVR decentralized at 5 sites, PC-Fax / CTI / Presence / Chat / Instant Messaging u.
The Presence OpenGate product works with customers' existing PBX systems or as a standalone ACD solution.