ACD – Automatic Call Distributor
A device that handles a large number or incoming calls. An ACD performs four functions: first, it recognizes and answers incoming calls; second, it looks in a database to decide how to route the call; third, based on these instructions, it sends the call to an answering position based on a pre-determined, logical answering pattern. (Or, if all positions are busy, the ACD plays a recorded message and places the call in a queue until an answering position becomes available). Finally, the ACD connects the call to an agent, once that agent has completed the previous call.
Enhance your knowledge further with our OnlineAnytime Training.
We have package options designed for individuals, teams and organisations. Our packages include: