A powerful multi-channel ACD (Automatic Call Distributor) routes, distributes and monitors communications with customers through different media. The open source technology stack which includes Linux and Asterisk, has positively impacted the sophistication and cost economics of setting up and managing the ACD. Asterisk with its superior telephony engine, has been a game changer, allowing ACDs using Asterisk as the underlying telephony platform, to take advantage of the convergence of voice and data through IP (Internet Protocol).
This blog site will explore all aspects of ACD for contact centers that use and benefit from Asterisk telephony.