ACDs: Hear Of The Customer Contact Center (Still)

Sulkin, Allan
December 2000
Business Communications Review;Dec2000, Vol. 30 Issue 12, p46
Trade Publication
Explores how automatic call distribution (ACD) systems are influencing the `next-generation' communication technologies in call centers. Penetration of ACD system innovations in call centers; Reasons behind the low adoption of computer telephony integration; ACD deployments in networked call centers; Benefits of interactive voice response systems; Internet Protocol telephony for ACD.


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