19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
A feature of ACD that can process calls automatically in accordance to an information database stored in a separate system
Detection of associations and trends in a set of customer data, automatically
A collection of data organized and structured in certain fashion so that the information of use can be easily retrieved in times of need
A feature that helps ACD to process calls in synchrony with the database computer
Routing of calls to alternate locations set for that particular day of the week or year or time of the day
Direct Dial Inward; allocation of multiple numbers to the caller’s digital line such as an ISDN by telephone companies. When any of these numbers is called, the call is routed to the main line and the caller’s phone determines which number to ring
Also often referred to as Queue Time; the time spent by a caller in line before getting connected to an agent
Also often referred to as Recorded Announcement Route (RAN); recorded messages played to the caller as they wait to get connected to the first agent available
Also often referred to as Delay Before Answer; a phone answering system set to answer only once certain number of rings have been made or the maximum rings have been received if the message tape encounters an issue. The number of rings is predetermined
A call queued waiting for the first available agent
A strategy used to determine what the potential customer would most likely buy, considering the potential customer’s information
Dialed Number; the number used by the caller to make a connection to the contact center
Dialed Number Identification Service; a feature of 800 and 900 lines that gives the callers, the number to dial to the receiving switch. This feature can help one trunk group to cater to multiple applications and can be provided in-band, out-of-band, ISDN or through a spate channel. DNIS is used mainly to indentify the application that the caller dialed, to the telephone system
The use of binary code or 1 and 0 language for representation of information
An instrument in which the recorded messages are stored
Also often referred to as Direct Call Processing; the amount of time a call takes from the greeting made until the call is disconnected
Also often referred to as Business Continuity; a strategy formed within a contact center in case of any kind of failure caused by unforeseen events
A program used for recognizing speech. It demands the speaker to say each word individually with slight gaps in between
Listening to the same contact by plugging in two headsets to the same telephone set or workstation
Dual-Tone Multi Frequency; also often refried to as ‘touchtone’, the term refers to tone dialing
A feature of ACD to automatically configure the number of rings before receiving a call as per the queue information. This system works effectively is saving the caller or call center’s money when long-distance charges apply because charging is not done until the call has been received by ACD
