| Automatic Call Distributor (ACD) |
A device or system that distributes incoming calls to a specific group of terminals that agents use in a call center. A centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone, a call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre. Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalog retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.
Features Include: Static Agents Agent Announcement Hold Music Category Max Wait Time Max Callers Join Empty Leave When Empty Ring Strategy Agent Timeout Retry Wrap-up-time Call Recording Frequency Announce Position Announce Hold Time Voice Menu Join Announcement Fail Over Destination |
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