ACD Systems (Automatic Call Distribution)

This section of our technical library presents information and documentation relating to ACD software and products. Automatic call distribution systems are the heart of inbound call centers. ACD programs are call routing utilities for incoming calls and can be even used to route calls originated by our predictive dialer to the next available agent. Our phone systems come with a complete automatic call distribution system for call routing.

Database Systems Corp. supports two different phone series - the WIZARD analog phone system and the PACER digital phone. Our ACD system and automatic call distributor can route calls based on the dialed phone number (DNIS) and the time of day. Additionally, the IVR system can intelligently route calls using complex conditional logic. The PACER conforms to way you do business.

ACD Automatic Call Distribution

• The Advantages Of Skill-Based Routing
• Next Generation ACD Technology: Optimizing Service Levels
• Reporting And Management In A CTI Environment
• Automatic Call Distribution
• Virtual call center to the rescue
• New Directions To The Successful Virtual Contact Center
• Workforce Management With Skills-Based Call Routing: The New Challenge
• Customer-Value Based Call Routing
• Correlating Customer Service with I.T. Data