Automatic Call Distributor
Created by: EddieAdams,Last modification on Mon 03 of Mar, 2008 [00:10 UTC]
Automatic Call Distributors
Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills.The ACD system utilizes a rule based routing strategy, based on a set of instructions that dictates how inbound calls are handled and directed. These rules are often simply based on guiding a caller to any agent as fast as possible, but commonly multiple variables are added, all with the end goal of finding out why the customer is calling. Matching and routing literally thousands of calls to the correct agent is a difficult task, and is often done in concert with Interactive Voice Response and Computer Telephony systems. ACD servers can cost anywhere between a few thousand dollars to close to millions of dollars for a very large call center handling thousands of calls per day.
Automatic Call Distributor Vendors
- UCN has established itself as a leader in the telephony industry by providing hosted telephony services, that match their traditional counter parts in quality, but that can be attained at a fraction of the cost. UCN has a myriad of contact center tools, including IVR, Automatic Call Distributors, & Computer Telephony solutions. If you're looking for a comprehensive solution, you may want to consider UCN's Hosted Contact Center solution inContact, which includes Hosted ACD Software by UCN, Computer Telephony Integration, Hosted IVR Software, Workforce Management Software & numerous other Hosted Call Center solutions.
- Database Systems Corp. ACD - Integrated ACD Software and IVR software plus IVR and voice broadcast phone systems. Features include sophisticated skills based routing. Virtual ACD from Database Systems Corp. includes call routing to remote agents
Comments
333VoIP Wholesale and Distributionship needs
In today’s market, VoIP for business has become more and more popular and necessary than ever before.
Dubai has become a big market, many big companies need to open branch offices in the UAE allowing more profit and larger market access. Technology Issues become apparent during this process that can cripple communications for that company. The primary communications issues are with VOIP blocking policies implemented in Dubai.
Now, here is the good news, A Canada based company SpeedVoIP with their integral R&D team have work out a new way to solve this VoIP blocking issue. This new system VGCP (VoiceGuard@ Control Protocol) has now laid the path to streamline low cost telephony solutions removing country limitations.
VGCP is a proprietary layer 2 link protocol working at between IP stack and NIC driver for VoIP anti-blocking. The core patent-pending VGCP is industry's most state-of-art voice service provider class security protocol whose scalability and flexibility results in not to compromise voice quality and overhead. VGCP controls and monitors full voice signalling and media flow intelligently, meanwhile disguises sip and RTP packets into normal allowed data packets such as DNS and TFTP, and makes two-way encryption and decryption driven by user-customized policy. VGCP is fully transparent to upper SIP proxy or UA which means VoiceGuard@ can work with any 3rd party soft phone/ATA/Gateway/IP Phone/IADs and SIP Proxy or Server not like some competitors which take effect on their own device and soft switch.
Korea Telecom has implemented this solution successfully for more than one year. And it has been operational within a group of Dubai companies. The trials and implementations proves that, The VGCP solution is the best solution to solve the VoIP Blocking issue and provides stable communications platforms providing an indispensable part of the business network.
Andy Wong ~ ~
MSN: andywong-01@hotmail.com
Email: xd.wong@speed-voip.com
www.speed-voip.com