Rachel Thomas

Product Development Department

You have probably noticed recent enhancements and new functionality across ACD products. That is thanks, in part, to our new Product Development Department. The Product Development Department oversees the initial and ongoing strategy for all ACD products and services. By combining market research with general requirements, specifications, timetables, pricing and plans, the department roadmaps improvements …

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Addressing Member Services Challenges

Staffing and communication challenges exist in member services departments across Public Media, and those challenges were compounded when COVID hit and forced staff to quickly transition to a work-from-home environment. When several of our Public Media partners expressed frustration with transitioning, we knew we had the right solution – leveraging ACD’s very-experienced agents to act …

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Audio Files Update: Refreshing Greeting & Hold Messages

Throughout the next month, ACD will be re-recording the standard greeting and hold messages for our client-partners to update and brighten the caller experience. Please note that all custom greetings will be preserved and remain unchanged unless updates are requested. This project is leveraging every department at ACD, from Product Development and Telephony to our …

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