Call Centre-ACD
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ACD is a method of call handling that distributes calls to the telephone system in an equal and efficient manner to improve service to callers. The simplest form of ACD is contained wholly within the telephone system using system resources only. More complex forms of ACD can utilize an external PC interface to provide advanced Call Handling and statistics and Live display of the ACD queue. CTI applications can come into play in this scenario.
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Thursday, October 09, 2008
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