Intelligent ACD (Automatic Call Distribution)
The ACD program basically processes the incoming calls by the principle the first called the first answered. In its turn, Intelligent ACD works slightly different and allows directing calls depending on the caller’s identification, dialed number, the time of a day and other users’ parameters, available in IVR (Interactive Voice Response). Some of programs are able to recognize the caller by the voice.
It is a type of communication between two or more people who share computer data in real time. The data can include screen, documents, graphics, drawings and applications that can be manipulated by participants.
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