Automatic Call Distributor
In telephony, an Automatic Call Distributor (ACD), is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration(CTI) system
What are the conditions to operate acd?
ACD service is appropriate in any environment where there are periodically considerably more incoming calls than staff available to answer them. Even in a one-person office, ACD would queue calls in the order they were received until someone could answer them.
These are representative costs, and are in addition to the existing 4 lines used by staff. Actual costs may very depending on individual circumstances and the degree to which phones, applications, and recorded announcements are customized.
Computer Telephony Integration (CTI)
· Computer Telephony Integration is a set of technologies for integrating and managing computers and telephone systems.
· CTI functionality falls into two general categories:
· CTI enables the computer user to control their telephone system
· CTI enables the telephone system to display information via the computer
· A user with a CTI-enabled computer will be able to dial the telephone, answer the telephone, and hang-up the telephone, all from their computers. Call Telephony Integration enables users to dial the phone from address books stored on their computer. Most CTI systems also enable the users to interact with teleconferencing systems.
· CTI-enabled computer will also display information from the telephone system, such asCaller-ID or ANI data. Sophisticated CTI systems also display information from touch-tone and Interactive Voice Response (IVR) systems. CTI follows a systematized flow of events during its call life cycle; set up the call, deliver it across (call ringing), establish a connection (call answered), clear it (call disconnected) and close
Customer relation management efforts by businesses and enterprises strictly depends upon variety of technology system adoption with front end and back end office system applications , communication servers for Web, Emails, Voice , Data , Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony integration (CTI), Skills-based Routing, Recording, Monitoring, Billing and Centralized Management and Administration, Workforce productivity management software and much more.
1. Screen-pop of caller follow-up information
2. PC soft phone functionality on the desktop generally for outbound
calls
3. Skills-based or other intelligent routing applications
4. Support of call monitoring
5. The top two benefits of implementing CTI, specifically by using
screen-pop of customer record information and intelligent routing of
calls are improved productivity and reduced costs and improved
customer satisfaction.
6. Improved productivity achieved through the reduction in handling
time for the call.
Web Integration
Web integration allows customers to interact with call center agents through Web Callback, Web Chat, and Collaborative Browsing, allowing companies to provide live contact to online customers which is essential for providing non standard information to customers, and giving them reassurance that there is expert help available in case they need it.
Interactive Voice Response (IVR)
IVR provides information to a customer by turning the keypad of a telephone into a keyboard. As a result, many standard queries formerly answered by an agent can be handled by an IVR, freeing agents for more complex, valueadded work. It also gives customers a self-service option, speeding up the transaction for the customer.
Voice Logging and Messaging Voice Logging allows digital recording of conversations and messaging allows callers to leave messages if agents are not available to handle a call. Voice
Logging allows call centers to have sophisticated agent training by recording and playing back agents conversations to them. It can also be used to monitor agent performance and to provide proof of transaction records Interfaces for Integration with Applications
Modern Call Center solutions are integrated with other applications such as Customer Relationship Manager (CRM) modules, Lead Management Software and Billing Applications for Screen Pop-ups, Predictive Dialing, etc
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