Data Directed Call Routing
The process whereby an automatic call distributor (ACD) can route a call based on data provided by a caller and matched up with information that resides over in another data system. For example, when a caller inputs an account number on the keypad of their phone, the number is sent to a data system, where it is matched to existing data. Once identified and validated, the call is distributed to a Product Specialist in a group specifically skilled to handle that account or call type.