Call Distribution Systems,
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
New paradigms of self service and automation have emerged that make it essential for you to stay current with your customer service strategy. Uncover key information about these paradigms and learn 7 things you didn't know were possible.
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
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