Back موزع الاتصال التلقائي Arabic Automatic Call Distribution German Distribuidor automático de llamadas Spanish Dei-banagailu automatiko Basque Automatic Call Distribution Italian Automatic Call Distributor Japanese 자동 호 분산기 Korean Automatic call distribution Dutch ACD Swedish
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."[1][2][3]
- ^ "Definition of: ACD". Encyclopedia. PCmag.com.
- ^ "Integrate Your CRM, PBX, ACD, WFO, Call Center and Contact Center Systems". Genesys. Genesys.com. Archived from the original on 2018-03-29. Retrieved 2017-05-30.
- ^ "The History of the Call Center Explains How Customer Service Got So Annoying". Motherboard. Vice. 5 August 2016.