Cloud Services University › Forums › CCaaS › CCaaS CONTEST: Why is it important for an ACD and CRM to work together? › Reply To: CCaaS CONTEST: Why is it important for an ACD and CRM to work together?
An automated call distribution system, commonly known as, automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization based on a predetermined set of rules such as caller ID, automatic number identification, interactive voice response or dialed number identification services to determine how calls are handled. ACDs often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line to the system or time of day the call was processed. It is important that the caller is correctly directed to the best qualified agent for their request, who then can best handle their needs based on a detailed Customer Record Management system which includes the callers account and personal info.. . The agent is then prepared to not only answer the callers inquiries but also possibly upsell. Info. is King!
This allows for the highest possibility of sales success in the shortest amount of time.