Automatic Call Distributor (ACD) is a system that can handle high volumes of incoming calls. It can transfer a call to the first available position if one position is free. It can also play a recorded message and make that as a call waiting until an answering point is available. Thus it can handle a large amount of calls made at different positions. This system is used in companies like call centers who handles great amount of incoming phone calls. In this case the caller has no need to talk to a specific person. The only thing is that the caller wants to talk to the person who is free at the earliest. Automatic Call Distributor carries out the task incoming call routing. It can be said as the heart of a call center. It uses the principle of first-come-first-served basis. It answers each call instantly and if the line is busy, it will keep the call in call waiting until a point is free. It processes the calls in a sequence. It does more than simply processing the call in a sequence; it can also manage multiple center queues, observing call activities, keeping a record of call-group activity, and examine queues, agents, and hold time. It can create different processing paths for different callers using user defined business rules. All these functions of ACD have one ultimate goal, always to serve each caller quickly and efficiently to meet the callers’ service potential.
Some advanced ACD system offers for call waiting customers features like news announcements, music announcements, and current weather report. News announcements using a text-to-speech software is also available. There are also facilities to make sure that no caller has to wait for too long. For instance, callers will be diverted to a voice mail system instead of keeping them in wait condition. Callers can thus leave a message instead of waiting for the lines to be free.
Automatic Call Distributor is cutting-edge solution for the solving many problems faced in the call centers. ACD is a flexible tool to handle the call center process in a simple and easy manner.
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