Automatic Call Distribution Systems White Papers

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Nov 24, 2009

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Automatic Call Distribution Systems
ALSO CALLED: Call Distribution Systems, ACD Systems, ACDS, Automatic Call Distributor Systems, Automatic Call Distributor DEFINITION: An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the right party, allow callers to record messages, gather usage statistics, balance … Definition continues below.
Automatic Call Distribution Systems White Papers (View All Report Types)
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An Emerging Triple Play: Video Communications, Managed Services and Unified Communications sponsored by TANDBERG WHITE PAPER: An intriguing triple-play is emerging - the combination of video communications, managed services and unified communications - to create a new approach to inter- and intra-company collaboration and operational excellence. Posted: 12 Nov 2009 \| Published: 12 Nov 2009 TOPICS: Communications Software \| Communications Systems \| Telephony Services \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| VoIP

Benefits of Unified Messaging in Exchange Server 2007 sponsored by Global Knowledge WHITE PAPER: Unified Messaging integrates different streams of communication (e-mail, fax, video, SMS, voice, etc.) into a single, or, unified message store, that is accessible from a wide range of different devices. Posted: 10 Dec 2008 \| Published: 10 Dec 2008 TOPICS: Data Centers \| PBX \| Productivity \| Telephony Systems \| Voice Mail Services \| WAP

Best Practices for Controlling Skype in your Enterprise sponsored by Blue Coat WHITE PAPER: Skype usage is continuing to gain ground in enterprises with over 250 million downloads worldwide. Management therefore needs to decide whether the benefits overcome the drawbacks and set appropriate policies within the organization. Read this paper for more details. Posted: 14 May 2009 \| Published: 14 May 2009 TOPICS: Enterprise Systems \| Firewall Appliances \| Firewall Management \| Instant Messaging \| Instant Messaging Security \| Telephony Services \| Telephony Systems \| VoIP

Controlling the Cost of Audio Conferencing sponsored by Citrix Online WHITE PAPER: This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Business Communications \| Cost Benefit Analysis \| Telephony Services \| Telephony Systems \| Web Authoring \| Web Browsers \| Web Conferences \| Web Conferencing Services

HP Unified Communications: Simplifying The Journey sponsored by Hewlett-Packard Company WHITE PAPER: As experts in every stage of the Unified Communications solution lifecycle, HP can implement solutions for your organization to reduce costs, enhance business responsiveness, and increase end-user productivity. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: IP Networks \| IP PBX \| IP Telephony \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| VoIP

Implementing Cisco's Web 2.0 Collaboration Technologies sponsored by Global Knowledge WHITE PAPER: As technology evolves, there is a never-ending question to designers and implementers: "What is coming next?" The answer is "Collaboration." The move to collaboration is strengthened by the actions of Cisco and Microsoft, as they have each unveiled several collaborative technologies and the means to integrate them utilizing Web 2.0 programming. Posted: 26 May 2009 \| Published: 26 May 2009 TOPICS: Cloud Computing \| Collaboration \| Instant Messaging \| Instant Messaging Software \| RSS \| SaaS ERP \| Software as a Service \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Web 2.0 \| Wikis

Networking and Unified Communications sponsored by CDW Corporation WHITE PAPER: In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more. Posted: 08 Sep 2009 \| Published: 08 Sep 2009 TOPICS: Communications Systems \| Telephony Services \| Telephony Systems \| Voice Communications Hardware \| Voice Communications Software \| Voice Networking \| Voice Networking Hardware \| VoIP

RS-232: A Key to Understanding Data Communications sponsored by Global Knowledge WHITE PAPER: Read this paper to learn the history and current application of RS-232, a standard that refers to two classes of devices: Data Terminal Equipment and Data Circuit Terminating Equipment. Posted: 14 Oct 2008 \| Published: 14 Oct 2008 TOPICS: Data Communications Services \| Modems \| Network Management \| Routers \| Software \| Switches \| Telephony Systems \| Training and Educational Services \| Troubleshooting

The Future Carrier Network: Adopting New Outsourcing Business Models sponsored by Alcatel-Lucent WHITE PAPER: This paper is meant to help operators embrace a new strategy for differentiating and competing successfully in a market characterized by flux. Posted: 17 Nov 2008 \| Published: 17 Nov 2008 TOPICS: Business Models \| Capacity Planning \| Collaboration \| IP \| Outsourcing \| Telecommunications Carrier Systems \| Telecommunications Services \| Telephony Systems

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AUTOMATIC CALL DISTRIBUTION SYSTEMS DEFINITION (continued): … An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the right party, allow callers to record messages, gather usage statistics, balance the use of phone lines, and provide other services.ACDs often provide some form of Automatic Customer/Caller Identification (ACIS) such as that provided by Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), or Automatic Number Identification (ANI).

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