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 ?
New features in Cisco IPCC Enterprise Edition 5.0 include multichannel automatic call distributor (ACD) reporting, routing and streamlined administration capabilities, while working with a variety of traditional ACDs and IVRs.
They were also involved in the choice of technology for the state-of-the-art centre, including the selection of workstations and monitors and the advanced automatic call distributor system.
As calls are forwarded from an Automatic Call Distributor (ACD), information about the caller can now be simultaneously sent to the TSR's computer screen.
But cloud-based solutions are designed for surges and are able to analyze a massive amount of metadata from the automatic call distributor (ACD) as part of the forecasting process.
Aspect Software defined the modern call center with the worlds first intelligent Automatic Call Distributor in 1973.
DMG Consulting estimates that the IVR market reached $1.867 billion by the end of 2007, making it the second largest contact center technology segment, trailing only the automatic call distributor sector.
Blue Cross & Blue Shield uses three Teknekron products to enhance customer service: the Infoswitch Series III Automatic Call Distributor (ACD), as well as AutoQuality!
The company currently uses Cisco Systems' automatic call distributor and interactive voice response systems, but Fonolo also works with systems from Avaya, Genesys, Interactive Intelligence, Aspect, Five9, and a few other vendors.
The healthcare provider has utilized inContact Customer Interaction Cloud, employing the multichannel Automatic Call Distributor (ACD) and seamlessly integrated Interactive Voice Response (IVR) since July 2014.
AT&T claimed the solution allowed the commission to redirect calls into designated Automatic Call Distributor (ACD) groups, route incoming calls more securely and eliminate inefficiencies in the commission's original calling patterns.
recently announced the general availability of Aspect Enterprise Contact Server 6.2, which offers a robust application that blends automatic call distributor (ACD) functionality and computer-telephony integration (CTI) while delivering greater capacity and improvements to availability and security.
Remember, these are discrete applications that may or may not have management tools included and, in all likelihood, do not integrate with the existing automatic call distributor.

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