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Glossary

What is Uniform Call Distribution (UCD)?

Uniform call distribution is a service that is used by a group of customer representatives for receiving a huge number of calls on a daily basis. So, any customer representative can answer those calls.


UCD is based on Standard Dialer Tone (STD). By this, the UCD system automatically delivers the incoming call to the available agents. And it also follows the rotation of the line rather than always initiating from the first number in the line.


A customer representative’s group must have at least two lines in order to receive UCD service. One UCD system is required for each group of UCD.


You can choose from a wide range of options and capabilities at UCD. Individual stations can be turned off (made busy) when not in use, incoming callers can be placed in a queue until an agent is available, and callers waiting in queue can hear an announcement.

What are the Major Gains of Using Uniform Call Distribution (UTD)?


Consider the following key benefits of uniform call distribution. They are mentioned below. Have a look at them!


1. It helps to improve customer responsiveness by minimizing waiting or hold time.


2. UCD plays a vital role in the dispersal of the workload.


3. It has programmable call overflow capability.


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