ACD -Automatic Call Distributor

(ACD) Automatic Call Distributor- A programmable device at a call center that routes and manages incoming calls to targets or agents within that call center. An Intelligent Call Router determines the target or agent for a specific call, and then that call is sent to the ACD associated with that target. The ACD must then complete the routing as determined by the ICR. Many companies offering sales, service and/or support use ACDs to validate callers, make outgoing responses or calls, forward calls to the right party, allow calls to be recorded, gather usage statistics, balance the use of phone lines, and provide other services.

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