What is Automatic Call Routing?
June 20, 2025
Automatic Call Routing (ACR) is a technology used in contact centers to direct incoming calls to the most appropriate agent or department based on predefin...
Automatic Call Routing (ACR) is a technology used in contact centers to direct incoming calls to the most appropriate agent or department based on predefin...
Automatic Speech Recognition (ASR) is a technology that converts spoken language into written text. In contact centers, ASR enables systems to understand a...
Bulk text messaging involves sending a single SMS or text message to a large group of recipients simultaneously. Businesses use this tool in a contact cent...
Call center scheduling is the process of planning and assigning shifts to contact center agents to ensure adequate staffing for handling incoming and outgo...
Call center shrinkage refers to the percentage of time agents are paid to work but are unavailable to handle customer interactions. This includes time spen...
Call recording is a contact center feature that captures and stores phone conversations between customers and agents. It helps businesses improve customer ...
Call screening identifies and evaluates incoming calls before they are answered or routed within a contact center. It helps determine the nature of the cal...
Call volume refers to the total number of calls received or made by a contact center over a specific period. It is an essential metric for understanding th...
Customer acquisition cost (CAC) is a business's total cost to acquire a new customer. In a contact center context, CAC includes the marketing, sales, and o...
Do Not Disturb (DND) is a phone feature that prevents incoming calls from ringing or interrupting the user. It is commonly used in private branch exchange ...