Call Center Design

Automatic Call Distribution (ACD) is a system that can recognize, answer and distribute incoming calls. When the ACD system receives an incoming call it will search for specific instructions as to how the call is to be handled. ACD can route a call to an agent or operator, a recorded message or Interactive Voice Response (IVR) system, or place it on hold until a live person can answer it. ACD can be set up to route calls based on many factors, including recognizing the number dialed, agent availability and the time of day just to name a few possibilities. Additionally, American Telecom offers solutions using work force optimization (WFO), speech recognition, and other call center technologies.

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