ABSTRACT
The whole notion of an automatic call distributor (analog, dig ital or VoIP) is to ration caller demand across as few possible company resources as possible without compromising sales or customer satisfaction. The resources may be live agents (inbound, outbound and/or web call back requests) or other channels such as interactive voice response ports. The goal is to apply these scarce resource across as large a caller demand as possible, and do so in a man ner as transparent to the customer requesting service as possible, while never compromising the business goal.
