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ACD Systems
ACD Systems: ACD (Automatic Call
Distribution) systems are used in call centers to accept incoming calls, routing
them to the most appropriate agent or ancillary system.
Call routing can be to the "next available operator," to a specific
agent based on touch-tone input, or to a team or group based on the expected
need of the caller or their caller ID. ACD
routing can be configured simply for optimal efficiency, all the way to
extremely complex for maximum effectiveness, or anywhere in between.
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