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Automatic Call Distribution and Skills-Based Routing
Faulkner, March 2003, Pages: 6
Automatic call distributors (ACDs) provide a critical function in all call centers by transferring customer calls into the hands of those who can help them. ACD technology advanced substantially in recent years, evolving from simple call routing to sophisticated rules-based routing and call management systems. Many systems now include skills-based routing capabilities, which can automatically route calls to the most qualified agent along with relevant customer information, enabling the customer to receive the highest quality of care at their very first level of support.
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