ACD Systems and ACD Software

http://www.call-center-tech.com/acd.htm

Automatic call distribution (ACD) is a technology that distributes phone calls automatically based upon computer defined rules. ACD phone systems combine computer technology with telephone technology to perform ACD tasks.

Database Systems Corp. has been in business since 1978 and has more recently provided automatic call distribution systems to the call center industry. These ACDS are the heart of inbound call centers. ACD systems are call routing utilities for incoming calls and can be even used to route calls that are made by callers or that are originated by our predictive dialer to the next available agent.

The DSC PACER phone system comes with a complete automatic call distribution system for call routing. PACER's ACD system (ACDS) and automatic call distributor can route calls based on the dialed phone number (DNIS) and the time of day. Additionally, the PACER IVR system can intelligently route calls using complex conditional logic. The PACER conforms to way you do business.

ACD systems are Windows/Intel/Dialogic based software that controls the distribution of phone calls on the PACER and WIZARD phone systems from Database Systems Corp. Automatic call distribution is a technology that intelligently routes incoming phone calls when they are answered by a computer phone system. An ACD processes incoming phone calls on a first come / first serve basis. However, intelligent ACD's route calls based upon caller identification ( ANI ), dialed number (DNIS), time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script.

Additional ACD Information

The following are products, services, terms and information about products and services provided by Database Systems Corp. that relate to automatic call distribution.

• ACD Systems - Same as above. Acd systems are computer phone systems and software used to route incoming calls.
• ACD Software - Controlling software on the ACD system that manages the phone system as it routes calls.
• Call Routing - another term for call distribution and as its name implies, call routing sends incoming phone calls to the appropriate agents.
• ACDS - Automatic Call Distribution Systems are phone systems that process incoming calls and routes them to agents.
• Skills Based Routing - A specific type of call routing algorithm that routes incoming calls to agents based upon the skill set of the agent and the needs of the caller.