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ACD Systems

Automatic Call Distribution Systems and Software

ACD (Automatic Call Distribution ) systems are the heart of inbound call centers. ACD systems are call routing utilities for incoming calls and can route calls originated by our predictive dialer to the next available agent. Our PACER (digital) and WIZARD (analog) phone systems come with a complete automatic call distribution system for call routing.

The PACER and WIZARD ACD phone system with automatic call distributor can route calls based on the dialed phone number (DNIS).

Additionally, our phone system IVR software can intelligently route calls using complex condition logic. Using the caller ID and skill based logic, calls can be routed to the most qualified service agent that is available. Our IVR programs can also allow you to build a self help contact center that requires no phone agents to be present to provide your callers with important information. Our phone system conforms to way you do business.

Contact us today at Call Database for a FREE analysis and quote and to learn more about our automatic call distribution (ACD) systems.

Database Systems Corp. provides an affordable and expandable analog phone system called the WIZARD. This system comes with built in ACD and IVR capability. This 4 line analog phone system includes our IVR Wizard software or comes optionally with our comprehensive software development toolkit.

Program your own system or our professional staff can provide you with a custom phone application. These applications can be easily ported to our digital T1 IVRS (IVR system) called the PACER when your call volume requires a larger system.

DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications. This wizard guides you through each step when defining your IVR applications. Simply record your phone prompts and fill in the blanks. Telephone surveys can be put together quickly in this simple fashion.

What is an ACD System?

A traditional ACD system processes incoming telephone calls on a first come first serve basis. The system typically answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available acd call center agent. When an agent becomes available, the agent serves the first caller in this queue.

Our PACER and WIZARD ACDS systems do far more than simply process incoming calls in sequence. Our ACD software manages multiple call queues, keeps a log of call group activity, monitors calling activity, analyze queues, agents, hold time and much more. Depending upon user defined business rules, our automatic call distribution systems create different processing paths for different callers.

For example, individuals calling a special number can be routed for priority handling. Customers placing orders can be distinguished and given a higher priority than those seeking general information. However a call center�s business rules may be configured, the ultimate goal should be to serve every caller quickly and efficiently to meet customer service expectations.

With our optional IVR software, those who do wait in an ACD queue can be reassured with recorded announcements, music, or weather and news channel information using our Text To Speech Software. Thresholds can also be configured into the system to minimize delays and divert calls to alternative queues ensuring no person waits too long.

Virtual ACD Distributes Calls To Home Based Employees

An important feature of today’s technology advancement is the ability for employees to work from home. Database Systems Corp. has developed a family of telecom products that facilitate and promote this capability.

Our automatic call distribution system and ACD services fully supports remote agents. Now your workforce can be significantly expanded with the addition of work at home employees.

The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, you may view our Telecommuting Software page.

ACD Product Information

Contact DSC to learn more about our automatic call distributor and hosted ACD services.


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Thank you for visiting Database Systems Corp. ( DSC )

DSC is a privately held corporation founded in 1978. Headquartered in Phoenix, Arizona, our company develops and markets computer software products and computer telephony systems for a wide variety of industries and government organizations. Database likewise provides consulting services relating to our products including in-house and on-site training, customer support and maintenance, and customized development. DSC has developed the PACER predictive dialer phone system which includes a full featured IVR system and ACD software. Voice broadcasting systems and services are provided by our organization, along with our award winning CRM software solution – Telemation.

Why Choose Database Systems Corp.?

DSC has a proven history of success in our industry with a depth in technical expertise, service, and products that is hard to match. We can provide your organization with reliable and time-tested solutions. Database has weathered the ups and downs of our volatile industry by focusing on our strengths and listening to the needs of our users. Included is a partial list of some of our Customers that we’ve had the privilege to serve.

Glossary of Terms

We have published a list of terms and phrases used frequently throughout our website. In addition when these terms are the subject of a particular webpage in our site, a link is available to go directly to this page where the term may be defined and explained.

Website Glossary of Terms and Abbreviations


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Voice Broadcast And IVR Solutions

Database Systems Corp. (DSC) has been in business since 1978 and is a leading technology provider for call centers including automated phone systems as well as hosted phone services. Our phone systems contain state-of-the-art technology that supports voice broadcasting and IVR (interactive voice response) applications.

History Of Success

DSC has been providing its customers with computer technology software and systems since its inception. DSC clients include international corporations, governments, educational institutions, local communities, and small businesses alike. From database design to complete computer system and phone system integration, our products have met or exceeded the expectations of our clients.

Contact DSC to learn more about our call center products and services.

Database Systems Corp. Technology

Database Systems Corp. is unique in that we provide call center phone systems and outsourcing services. Combine this with our experienced application development team, we can deliver both off the shelf solutions and customized turnkey applications.

Phone Systems

To deliver phone applications and services, DSC has developed two series of phone systems. These systems are used exclusively at our own call centers and are provided directly to our clients. Our computer telephony software and systems support as few as four analog phone lines to hundreds of digital lines.

Call Center Outsourcing Services

These centers provide secure and redundant environments for the maximum protection of our outsourcing clients. From small calling campaigns to projects that require broadcasting millions of calls, our call outsourcing center can do the job!

Application Development Services

DSC has a proven record of delivering successful phone applications in a wide variety of industries.

This success can only be achieved through the dedication and skill of our application development team.

Our professionals are experienced in the development of virtually any type of inbound and outbound call application.

For a listing of some of our applications and clients, please visit our IVR applications and voice broadcast applications web pages.

Computer Telephony Products

Computer Telephony Integration (CTI ), is a concept that enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls. The integration of telephone software and computer systems is a major development in the evolution of the automated office. DSC is a leading provider of computer telephony phone systems and software. Our call center softphone places shared telephony functions on the user’s desktop.

Interactive Voice Response

Interactive Voice Response (IVR) automates the personal interaction of telephone callers with the computerized phone system. Automated phone systems have used voice recorded prompts and menus to present information to callers. Touch-tone telephone keypad entries are gathered from the caller to collect information and navigational data.

Database Systems Corp. has developed an award winning IVR phone system that includes our extensive IVR software development library. Using this technology, our experienced staff can develop IVR applications quickly for both turnkey IVR systems or when using our IVR outsourcing services.

Voice Broadcasting

Voice broadcasting is a mass communications technique that can send phone messages by computer to hundreds or thousands of call recipients at once. This technology has both commercial and community applications such as notification and call reminders.

DSC is a pioneer in the development of voice broadcasting systems and in providing voice message broadcasting services. To take an online tour, visit the voice broadcasting demonstration webpage. Also please view the sample voice broadcasting reports webpage.

Manage Voice Broadcasting Using Your Smartphone

DSC now lets you manage your voice broadcasting campaigns using your smartphone. The following easy to use functions are available to smartphone users.

  • Login to your account
  • Select a list of phone numbers to call
  • Select saved recordings to broadcast
  • Record messages by calling our service
  • Start and Stop a voice broadcast
  • Monitor the voice broadcast in progress

The DSC smartphone application now lets you manage any number of voice broadcasts using simple phone commands. Contact DSC to learn more about this simple way to control your voice broadcasting and to obtain a copy of this smartphone application.

Contact Us Today

Contact DSC for a FREE analysis and quote and to learn more about our call center services and phone systems.

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