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ACD: The Automatic Call Distributor

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The automatic call distributor is a common term used in the call center business. However, not everyone knows what an ACD is and how it operates. Basically, ACD is a piece of hardware that can be simply described as “call center.” Its basic functions include accepting incoming calls and redirecting them to the desired location, namely, to the right agent’s desk. However, everything changes, and ACDs are not secured from external influences. Throughout the history of the call center industry, the nature and functions of ACDs were changing, too.

Today, ACDs do not simply redirect calls. Moreover, it is absolutely incorrect to say that modern ACDs are designed to reroute calls. Given the multitude of ACD functions, it would be correct to say that ACDs play the role of telephony servers, like LAN servers that move calls and call control commands between ACDs and client workstations.

Today’s ACDs are designed primarily to manage the information provided by call centers and virtual office applications during their calls. ACDs have already ceased being a piece of hardware and have turned into a complex function fulfilled by a multitude of complex processors. If you need an ACD, you can consider several different options. You can start with the simplest one, namely, a PBX that as a built-in ACD element. Many call centers and virtual office receptionists also use ACDs that can be added with the help of a PC application. In these ACDs, keys and application connections are open to third parties, and anyone can use them to enhance their call center capacity. Simply use a built-in ACD and enjoy the intelligent features added to your call center networks.

Whatever ACD you choose, you should remember that the ACD is the heart and mind of modern call centers and virtual office applications.

It is through ACDs that you can drive your productivity and manage your operations with the help of a single application. With ACDs you have everything you need to accept incoming calls, take orders and provide outstanding customer service. With ACDs, you are not afraid to increase the amount of calls you get and make during the day. This being said, ACD is something more than a call routing mechanism. It is the heart and brain of your call center. It is a blood system of your virtual office application. It is the central point of controlling inbound and outbound call operations, voice messages and data processing issues. With a good ACD, you can prioritize calls and messages and alert your agents about the most important calls.

Today, it is seems surprising that many years ago, the term ACD was the same as telephone switch. The earliest ACDs were intended to help call centers and business companies to switch and reroute their calls. ACDs used to be very popular in airlines, whose reservations centers had to process dozens of inbound and outbound calls. Less specialized call centers and virtual office applications used other technologies with few specialized features. However, today, the range of ACDs applications and their features is virtually limitless.

It is high time for businesses and companies to understand that there is no call center application better than ACD. With an ACD in place, you can rest assured that you can easily process the growing number of inbound and outbound calls and provide your customers with outstanding customer service.

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