Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

A department within a company or a third-party organization that handles telephone sales and/or service. Inbound call centers, which take calls from the outside, use automatic call distributors (ACDs) ...

Last week, we suggested that “what comes next” after VoIP is the IP-based contact center. We also note that while IP contact center technology has been for several years a replacement for traditional ...