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An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the ...
The pattern described in the communication between two people is called a DEMO transaction. A chain of transactions is called in DEMO a business process. Diagram of the principle of a DEMO transaction between two actors, with the result in between. The result of a transaction can be specified in DEMO as a facttype, using object-role modeling ...
Cloud-based phone system is a further advancement in the direction as it allows operators to access all the features and benefits of call center telephony over the Web against an affordable & flexible pay-as-you-go subscription model. Thus, in-house infrastructure deployment to manage public switched telephone networks, storage, communication ...
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony , IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be ...
Direct marketing is a form of communicating an offer, where organizations communicate directly to a pre-selected [1] customer and supply a method for a direct response. Among practitioners, it is also known as direct response marketing. In contrast to direct marketing, advertising is more of a mass-message nature. [1] [2]
Angel, was an American telecommunications company supplying interactive voice response, call center technology, and voice applications to businesses over the internet using the software as a service model from 1999 to 2013. It was acquired in 2013 by Genesys and rebranded as Genesys Premier Edition. [1]
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