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2. Virtual queue - Wikipedia

   en.wikipedia.org/wiki/Virtual_queue

   Virtual queue. Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available.

3. Call centre - Wikipedia

   en.wikipedia.org/wiki/Call_centre

   The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]

4. Voice call continuity - Wikipedia

   en.wikipedia.org/wiki/Voice_call_continuity

   The 3GPP has defined the Voice Call Continuity ( VCC) specifications in order to describe how a voice call can be persisted, as a mobile phone moves between circuit switched and packet switched radio domains (3GPP TS 23.206). Many mobile phones are becoming available that support both cellular and other broadband radio technologies.

5. Agent-assisted automation - Wikipedia

   en.wikipedia.org/wiki/Agent-assisted_automation

   Agent-assisted automation. Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new [when?] category of call center technology that shows promise in improving ...

6. Automatic call distributor - Wikipedia

   en.wikipedia.org/wiki/Automatic_call_distributor

   See media help. An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone ...

7. Alludo (Parallels) is Named a Major Player in Virtual Client ...

   lite.aol.com/tech/story/0022/20240703/9172536.htm

   AUSTIN, Texas, July 03, 2024 (GLOBE NEWSWIRE) -- Parallels, a global leader in cross-platform solutions, today announced it has been named a Major Player in two IDC MarketScapes—“IDC MarketScape: Worldwide Virtual Client Computing 2024 Vendor Assessment” (doc #US51271924, June 2024) and “IDC MarketScape: Worldwide Desktop as a Service 2024 Vendor Assessment” (doc #US51272024, June 2024).