Standalone Acd Systems In Call Centers

Automatic Call Distribution has made it possible for call centers to handle large volumes of inbound calls at a much faster rate

. In fact, ACD is one of the most advanced telecommunication switches. ACD system ensures that call centers human resources are used as effectively as possible. It allows managing a great number of inbound calls promptly and efficiently with only a few call center operators. Nowadays, different ACDs can be bought, which offer different options. There are many modular and open ACDs. Nevertheless, most of the call center managers still choose to use standalone ACD systems, even though they are more expensive. This choice is not random and is based on two main factors.

The first factor is the power. A first-tier standalone ACD has much bigger call processing capability than any other system. This type of automatic call distribution is most suitable for large answering services (megacenters). The second aspect is ACDs technology integration ability. It can be easily integrated with other systems such as IVR, intranets, data warehouses, etc. This also applies to skills-based routing and multi-site networking, which are among the most popular inbound features. In fact, there are no worthy substitutes for the standalone ACD systems when it comes to applications of high volume.

Now, automatic call distribution is undergoing some alterations, which are aimed at improving it. The system needs to be made capable of channeling more information in more directions. Modern call center operators require all the information to be in such a form that it will be easy to grasp it in a quick way. ACD can be connected to some other outside programs that help in operating of inbound calls and can channel the data in and out. There also has been a change in regard to what kind of calls ACD system has to route, with a shift to the Internet and the Web. Besides, changes have been made due to the desire as well as necessity to link all the answering services centers and combine them into a multi-site network of call centers.

Thus, due to its call processing power and wide integration ability, a standalone ACD is the choice number one in large call centers. This kind of automatic call distribution system is used almost in every megacenter or large answering service. Because of the growing demand and based on the call centers needs and desires, ACD has been improved, which has made it even more advantageous to call centers.

by: Jolly

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