Glossary
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Glossary ACS
ACS (Automatic Call Sequencer)
An ACS (Automatic Call Sequencer) is used to manage incoming calls. The call is answered by the ACS with a recording, then the caller is put on hold to wait to speak to a live agent. The agents are alerted to the call and to which order the calls should be answered. This device is less controlling than an ACD and gives more control to the operator.
AnswerConnect does not employ this system, as it does not provide the highest level of customer satisfaction. Each call is answered live by an operator and handled to its completion. The only exception to this rule is in a case where the client has asked for an automated answer, or extremely high call volumes.