Acd meaning

(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 OptionsRouting 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.
0
0
A system or application software program that serves to route incoming calls to the most available and appropriate agent. Incoming call centers make extensive use of such specialized software to enhance customer service.An ACD typically uses an automated attendant (i.e., front-end interactive voice processor) to answer incoming calls and provide callers with menu selections to guide the call through the system, perhaps sorting them into multiple queues associated with special ized agent groups according to the nature of the call and the caller. High priority calls (e.g., orders rather than returns) and calls from high priority callers (e.g., frequent customers) can be advanced to the head of the queue or placed in special queues.The routing of the call to an agent can be on the basis of next available, longest time since last call, least number of calls answered, or some other fairness routing algorithm. ACDs can be in the form of a specially equipped and partitioned PBX. Intensive call center applications typically make use of specialized ACDs that function as highly intelligent switches equipped primarily for the processing of incoming calls. An ACD is similar to, but much more sophisticated than a uniform call distributor (UCD). See also call blending, PBX, and UCD.
0
0
(metrology) Symbol for the attocandela, an SI unit of luminous intensity equal to 10−18 candelas.
symbol
0
0
Advertisement