Call routing was first achieved via a switchboard operator, who would manually connect calls to an available extension. This led to human error, connection delay, as well as uneven workload for operators. The emergence of Computer Telephony Integration (CTI) brought about automatic call routing technology, otherwise known as Automatic Call Distributors (ACD).
ACD systems are used to distribute incoming calls to available agents, and this equipment is frequently implemented by businesses such as airlines, hotels, call centers, or any business that handles a large volume of incoming calls. Advanced ACDs can even employ skills-based routing, matching an agent’s skillset to a caller’s specific needs.
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