Automatic Call Distribution (ACD) is the backbone of efficient call center operations, ensuring that incoming calls are routed to the most suitable agent or department based on predefined rules ...

Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other.

Calls that are customer support oriented make use of technologies like automatic call distribution, interactive voice response (IVR) and skills based routing. Adobe Experience Manager (AEM ...