Future Scope of AUTOMATIC CALL DISTRIBUTION SOFTWARE Industry

Future Scope of AUTOMATIC CALL DISTRIBUTION SOFTWARE Industry

An automated call distribution system, commonly known as an automatic call distributor (ACD), is a telephony device that takes incoming calls and distributes them to a specific group of terminals or agents within an organization. ACDs often use a voice menu to direct callers based on the customer selection, phone number, selected incoming line to the system, or the time of day the call was processed. Computer Telephony Integration (CTI) and Computer Aided Telecommunication Applications (CSTA) are intermediate software that can be used to create advanced ACD systems. Experts claim that "the invention of ACD technology made the concept of a call center possible".

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Some of the key players of Automatic Call Distribution Software Industry:

8×8, Inc., AVOXI, Bitrix24, Genesys, My Call Cloud, NICE inContact, Nectar Desk Inc., RingCentral, Inc., Voiptime, XenCALL

Private Branch Exchange (PBX) was a telephone switching device that acted as a mini switchboard for routing telephone calls. The closed nature of PBXs limited flexibility, and a system was developed to allow common computing devices to make routing decisions. The automated form of this technology evolved into the automated call distribution system in which information issued about incoming calls would guide an answer.

Although ACDs appeared in the 1950s, one of the first large and separate ACDs was a modified 5XB switch that was used by the New York Telephone Company in the early 1970s to distribute calls to hundreds of 4-1-1 information carriers . Robert Hirvela developed and patented the technology used to create the Rockwell Galaxy automatic call distributor, used by Continental Airlines for more than 20 years. Since then, ACDs have incorporated software for managing incoming calls and voice messages into their functions.

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