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 ?
Rising Demand from Small and Medium-sized Contact Centers Stimulates Growth in the North American Automatic Call Distributor Systems Market
Concerto earned a Members' Choice Award for offering the Best Automatic Call Distributor (ACD)/Switch in the Americas region as part of the 2005 ContactCenterWorld.
Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI).
Workforce Management: software that manages and forecasts data from automatic call distributors, generating reports to the call center manager in order to allow optimal staffing schedule.
The hosted model began as a cost-effective alternative for smaller contact centers that cannot afford automatic call distributors, interactive voice response systems and all the other components required in a traditional on-premise installation, but it is an equally valid option for larger centers," said Ashwin Iyer, Program Leader, Contact Center/CRM with Frost & Sullivan.
Kraus' research covers automatic call distributors, unified messaging, and various contact center and converged technologies.
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