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.
This is a computer system, which allows exchanging personal voice messages, delivering of voice information as well as for the processing of transactions linked with private persons, organizations, goods and services, with the help of the ordinary telephone.
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