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 Summit is yet another attempt by Kuwait to cement economic, trade, cultural and political relations between the Asian countries to ultimately achieve peace, security, stability, development, reduction of poverty, addressing environmental deterioration, climate change and food security, in addition to respect of human rights.
Customizable: The Strata ACD is also the first and only call center solution to take advantage of Toshiba's FeatureFlex adaptability tool, which allows users to customize their own individual features to help them be more efficient with their communications solution.
He said that Chiang Mai Initiative Multi-lateralization (CMIM), which extends an alternative line of credit to partner governments in times of financial hardship could also be discussed by the ACD.
In addition to "future proofing" their infrastructure, Nuasis customers who have replaced outdated ACD systems with the IP-based Nuasis NuContact Center have gained and are continuing to gain significant business benefits.
ACD, ACD Systems, ACDSee and FotoSlate are trademarks or registered trademarks of ACD Systems Ltd.
We look forward to his continued leadership and expertise in all aspects of sales strategy and business development, and the advancement of new opportunities worldwide," said Doug Vandekerkhove, chairman, chief executive officer and president of ACD Systems.
His experience internationally in digital imaging, desktop applications, and Internet communications provide a solid basis to lead our marketing communications, product marketing and product management departments," said Doug Vandekerkhove, chairman, chief executive officer and president of ACD Systems.
E[acute accent]Using SIP as the standard protocol in new versions of the Concerto products enhances the IP capabilities currently built into EnsemblePro and Spectrum ACD enabling users to initiate and receive communications and services from any location and for networks to identify the users regardless of their location.
He was leading Pakistan's delegation to the 2nd ACD Summit in Bangkok on Monday.
While addressing the 2nd ACD Summit, the Adviser highlighted the Government's efforts for strengthening and reviving the national economy which has started showing positive results and measurable rebound, a press release issued by the Ministry of Foreign Affairs here said.
Boosting ties within the political, commercial, and social spheres should also be amongst the top priorities of the ACD, said Chan-o-cha who expressed that Thailand was willing to become a vital player in building bridges of mutual understanding and cooperation amongst Asian nations.