Automatic Call Distribution (ACD)

rostrvm CallDirector ACD is a multimedia Automatic Call Distribution (ACD) application. It provides platform independent call queuing, routing and reporting functionality for telephone calls, fax, email and web contact.

• An Intelligent call queuing capability that utilises business information to deliver personalised call treatment and to support effective routing decisions.
• A powerful business rules and skills-based call routing engine that ensures contacts are delivered to the most appropriate resource.

• Comprehensive real-time and historical management and reporting tools that make performance and results visible across the enterprise.

CallDirector ACD’s platform-independent design complements and harmonises traditional TDM PBXs and ACDs as well as the latest Voice over IP (VoIP) infrastructures.