OVERVIEW

Processing an automatic call distributor (ACD) call is from FIVE to SEVEN TIMES more complex than an average administrative call processed by a PBX, and therein lies a key issue as to why a generalized switch such as a PBX or CO does not make the most desirable ACD platform.

It consumes more resources, it is switched more times and is more intensely managed by the computer controlling the switching process. Ideally more data is gathered and reported about the call status, status changes and call disposition. And this only gets more complex as we add IVR, and CTI applications such as call tracking or customer inquiry state management in an attempt to reduce customer contact center staffing.

Because of the revenue and/or goodwill implications, the call carries a great deal more importance and emotion than the average administrative PBX call. Simply put, the customer contact center is considered a mission critical application in most businesses and is a whole lot busier than the regular PBX phone system.

Manufacturers have recognized this to different degrees and offer differing levels of system features and robustness to fit every type of customer contact center.

The features and values of an ACD system can be categorized into five broad areas:

1. The architecture and capacity of the switch.

2. The ability to provide service to callers in a system outage.

3. The ability to provide a high degree of information about all facets of the system, its operation and customer contact center resources.

4. Ease...