Contact Center Acronyms: What They Mean & When to Use Them
InGenius
JANUARY 2, 2019
ACD - Automatical Call Distributor. Contact centers use an automatic call distributor (ACD) to automatically route calls to specific agents based on customer data, an agent's skillset, times of day or IVR selection, to ensure the right person always answers the call. ACW - After Call Work.
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