ABSTRACT
The automatic call distributor (ACD) remains the hub of any customer con tact center reengineering process as this device provides the services “rationing ,” load balancing and reporting that allows a customer contact center to best deliv er on its promise of service. An ACD might best be thought of as a telephony workflow engine. Similar devices or feature sets with varying degrees of maturi ty, which are focused at email and web interactions are also making their way into the customer contact center. The ultimate device is a system that synchro nizes and harmonizes all of these channels. ACD systems have a stable history and are the basis for development of multimedia or cross-channel, cross-appli cation solutions in the universal customer contact center.
