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Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Predictive Dialer: An automated calling system, typically used for sales. Call Accounting: Also known as calllogging, these tools collect and record phone usage within a call center.
Call centers gather data from calllogs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Advanced technologies like automatic call distribution (ACD) systems and interactivevoiceresponse (IVR) systems also contribute data.
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