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Glossary

What is Database Call Handling?

Database call handling is an application where automatic call distributors (ACD) work in sync with the database to process calls based on information saved in records. For instance, a caller inputs a digit into a voice processing system or IVR, the database skillfully retrieves information about that customer by identifying the phone number of customer, and then, issues instructions to the ACD on how to handle the call.

Outsource call center service providers use this service primarily in managing inbound call center processes. It reduces human intervention and automates a major portion of the customer call. This helps in reducing human resource costs significantly.

It also helps in providing customized services to the caller as the caller no longer needs to introduce himself or his issue. The system automatically pulls out all his information and guides the ACD to direct him to the right agent to manage his call.

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