An ACD system is the software and hardware that routes inbound calls to a group of agents based on certain intelligent routing and skill-based criteria stored in the database. The ACD system may work on traditional circuit-switched (TDM) or IP technology. ACD systems included in this research service include proprietary stand-alone ACD systems that are integrated with private branch exchange (PBX) systems or key telephone systems (KTS), stand-alone hardware-based ACD systems or software based ACD systems that are included with a server. The ACD system processes inbound calls on a first-come-first-served basis. In the case that agents are unavailable to take the call, the ACD system holds the calls in a queue and then transfers the call to the first available agent. ACD systems can also be configured to route calls made to a particular number for priority handling.

Basic computer telephony integration is defined as the tying of the information received over the telephone to a computer system. In the case of the call center, this is the ACD link, with screen pop being the associated application. Using automatic number identification (ANI), a computer detects the caller's telephone number, routes the call to the appropriate agent, retrieves the customer's information record from a database, and displays this record via a screen pop on a monitor in front of the agent. Enterprise CTI goes beyond the basic screen pop functionality to enable multiple points of interaction and link the contact center with broader enterprise applications. In essence, this technology is the middleware that allows multiple devices and applications to communicate.

An Interactive Voice Response (IVR) system is a telephony technology that allows users to interact with enterprise databases connected to the system in order to retrieve or enter data. Traditional IVR systems have been around for a decade now, and most of them employ a touch-tone or dual-tone multi-frequency (DTMF) user interface. Speech enabled IVR systems are the next generation of products that allow callers to use their own voice rather than DTMF inputs to complete transactions. The most common uses of IVR systems include checking bank accounts and credit card balances, obtaining travel information such as flight arrival and departure and directory assistance. IVR systems find the greatest use in verticals with high transaction volumes and emphasis on customer satisfaction. For example Finance and Banking, Insurance, Healthcare, Travel, Government etc.

Call monitoring includes both selective recording and full recording. Selective recording is a software application that allows supervisors to monitor agent voice and data interactions on a frequency basis. Recordings are tapped from the service observe feature of the ACD or PBX. With full recording all interactions are recorded from communications paths through trunk or station-side ports to the ACD/PBX.

Full recording (also referred to as "logging") usually requires vendor supplied servers and circuit cards to assure the high levels of reliability and performance required for compliance recording. Revenues in this segment only reflect revenues from the contact center segment.