What is Automatic Call Distribution?    

Calltrol's Automatic Call Distribution

An Automatic Call Distributor (ACD) is a system that can recognize, answer, and route incoming calls for your business. ACD's can be small systems maintaining only a few lines up to systems maintaining hundreds of lines for large applications and campaigns.

When the ACD receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can receive it.

ACD systems can route calls to agents or specific IVR menus based on many factors, including recognizing the number called into (DNIS – Direct Number Identification Service), recognizing the number dialed from (ANI – Automatic Number Identification), country of origin, agent availability and expertise, and time of day, just to name a few possibilities.

Almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service bureaus (that may be handling infomercials or direct marketing campaigns) and government agencies.

The best ACD sytems today do much more than their past counterparts. Features such as digital recording, conferencing, silent observation, agent coaching and outbound call blending should be standard in any product you are researching.
    Calltrol’s Object Telephony Server (OTS™) software is the product of over a decade of experience and research. Our planning has always pointed toward one goal, the development of the most comprehensive and open telephony products for contact centers.

Anyone can offer an "automatic call distributor". What sets systems apart is the underlying technology which can vary significantly among systems. ALL ACD's ARE NOT THE SAME. The productivity results, reliability, accuracy, upgrades and support all depend on the individual vendor.

Particularly powerful, OTS can identify callers immediately and use that information to set their priority in queue, connect them with an appropriately skilled agent, get relevant additional information, connect them with their specific rep or the agent handling their current issue. OTS also facilitates off premise conference & transfer giving you a million dollar virtual contact center for just a small fraction of what other vendors charge.

Calltrol prides itself on offering a Convergence Friendly® truly open software product, that can interface with any proprietary or off-the –shelf customer contact management system. The Calltrol ACD is one of ten features available from the OTS™ telephony platform suite that are sold together or separately. Calltrol solutions are uniquely designed to seamlessly integrate with nearly any existing infrastructure or alternatively provide you with that infrastructure

Whether you're a developer or user in need, we'll be glad to help you further.
US 200 Saw Mill River Road
  Hawthorne, NY 10532
  Phone: 914-747-8500
Predictive Dialer *Auto Dialing * Interactive Voice Response (IVR) * Automatic Call Distribution (ACD) * Digital Recording * Message Delivery
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Calltrol's products are customizable and versatile, with system functionality defined by the user's requirements. Calltrol offers no license and can assume no liability against infringement of any patents. Please review any implementation to ensure that the rights of all parties are respected.

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Meeting Your Needs Since 1989