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.
Is a call center, in which the organization
representatives are geographically located in different areas, otherwise, they
are not at their work stations in the building where the organization office
is. The virtual workers of the call center could be placed in smaller centers,
but most often they are working from home.
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