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Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes. [3]
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 ...
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 ...
Instead, the power dialler performs answer detection and connects the agent, the system only presenting contact details to the agent (a so-called "screen pop"), when the call has been answered, often filtering out answering machines and fax machines, timing out unanswered (RTNR a.k.a. "ring tone no reply") calls, and performing so-called "hello ...
Public-safety answering point in Kraków, Poland. A public-safety answering point (PSAP), sometimes called a public-safety access point, is a type of call center where the public's telephone calls for first responders (such as police, fire department, or emergency medical services/ambulance) are received and handled.
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 ...
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