{"id":962,"date":"2025-04-03T16:35:32","date_gmt":"2025-04-03T07:35:32","guid":{"rendered":"https:\/\/03plus.net\/enterprise\/column\/?p=962"},"modified":"2025-04-03T16:35:33","modified_gmt":"2025-04-03T07:35:33","slug":"acd","status":"publish","type":"post","link":"https:\/\/03plus.net\/enterprise\/column\/acd\/","title":{"rendered":"ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u3068\u306f\uff1f\u30e1\u30ea\u30c3\u30c8\u3084\u6ce8\u610f\u70b9\u3092\u5fb9\u5e95\u89e3\u8aac"},"content":{"rendered":"\n<p>\u300cACD\u3063\u3066\u805e\u3044\u305f\u3053\u3068\u3042\u308b\u3051\u3069\u3001\u3069\u3046\u3044\u3046\u3082\u306e\uff1f\u300d\u8033\u306b\u3057\u305f\u3053\u3068\u306f\u3042\u3063\u3066\u3082\u3001\u8a73\u3057\u304f\u77e5\u3089\u306a\u3044\u65b9\u306f\u591a\u3044\u306e\u3067\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304b\u3002ACD\u3068\u306f\u3001\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\u3068\u547c\u3070\u308c\u308b\u3082\u306e\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u7740\u4fe1\u3092\u632f\u308a\u5206\u3051\u308b\u3082\u306e\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u4eca\u56de\u306f\u3001ACD\u3068\u306f\u4e00\u4f53\u3069\u306e\u3088\u3046\u306a\u3082\u306e\u306a\u306e\u304b\u3001ACD\u304c\u6301\u3064\u6a5f\u80fd\u3001\u5c0e\u5165\u3059\u308b\u30e1\u30ea\u30c3\u30c8\u3084\u6ce8\u610f\u70b9\u3001\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3055\u3089\u306a\u308b\u696d\u52d9\u52b9\u7387\u5316\u3092\u5b9f\u73fe\u3059\u308b\u30b7\u30b9\u30c6\u30e0\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<!--more-->\n\n\n\n<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">\u76ee\u6b21<\/p><ul class=\"toc_list\"><li><a href=\"#ACD\"><span class=\"toc_number toc_depth_1\">1<\/span> ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u3068\u306f<\/a><\/li><li><a href=\"#ACD-2\"><span class=\"toc_number toc_depth_1\">2<\/span> ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u306e\u6a5f\u80fd<\/a><ul><li><a href=\"#i\"><span class=\"toc_number toc_depth_2\">2.1<\/span> \u5f85\u3061\u547c\u30ac\u30a4\u30c0\u30f3\u30b9<\/a><\/li><li><a href=\"#i-2\"><span class=\"toc_number toc_depth_2\">2.2<\/span> \u7740\u4fe1\u547c\u5206\u914d\u8a2d\u5b9a<\/a><\/li><li><a href=\"#i-3\"><span class=\"toc_number toc_depth_2\">2.3<\/span> \u547c\u51fa\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8\u8a2d\u5b9a\uff08\u30aa\u30fc\u30d0\u30fc\u30d5\u30ed\u30fc\u8ee2\u9001\uff09<\/a><\/li><li><a href=\"#i-4\"><span class=\"toc_number toc_depth_2\">2.4<\/span> \u7d42\u8a71\u8a2d\u5b9a<\/a><\/li><li><a href=\"#IVR\"><span class=\"toc_number toc_depth_2\">2.5<\/span> IVR\u9023\u643a<\/a><\/li><\/ul><\/li><li><a href=\"#ACD-3\"><span class=\"toc_number toc_depth_1\">3<\/span> ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u3092\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u5c0e\u5165\u3059\u308b\u30e1\u30ea\u30c3\u30c8<\/a><ul><li><a href=\"#i-5\"><span class=\"toc_number toc_depth_2\">3.1<\/span> \u696d\u52d9\u52b9\u7387\u306e\u5411\u4e0a<\/a><\/li><li><a href=\"#i-6\"><span class=\"toc_number toc_depth_2\">3.2<\/span> \u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a<\/a><\/li><li><a href=\"#i-7\"><span class=\"toc_number toc_depth_2\">3.3<\/span> \u6210\u7d04\u7387\u306e\u5411\u4e0a<\/a><\/li><li><a href=\"#i-8\"><span class=\"toc_number toc_depth_2\">3.4<\/span> \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u8efd\u6e1b<\/a><\/li><li><a href=\"#i-9\"><span class=\"toc_number toc_depth_2\">3.5<\/span> \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u80b2\u6210\u3078\u306e\u6d3b\u7528<\/a><\/li><\/ul><\/li><li><a href=\"#ACD-4\"><span class=\"toc_number toc_depth_1\">4<\/span> ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u5c0e\u5165\u306e\u6ce8\u610f\u70b9<\/a><ul><li><a href=\"#i-10\"><span class=\"toc_number toc_depth_2\">4.1<\/span> \u4ed6\u306e\u30b7\u30b9\u30c6\u30e0\u3068\u9023\u643a\u304c\u53ef\u80fd\u304b<\/a><\/li><li><a href=\"#i-11\"><span class=\"toc_number toc_depth_2\">4.2<\/span> \u5b9a\u671f\u7684\u306a\u8a2d\u5b9a\u306e\u898b\u76f4\u3057\u3084\u7ba1\u7406\u3092\u3059\u308b\u4eba\u6750\u304c\u5fc5\u8981<\/a><\/li><\/ul><\/li><li><a href=\"#ACDACDPBX\"><span class=\"toc_number toc_depth_1\">5<\/span> ACD\u3092\u5229\u7528\u3059\u308b\u306a\u3089ACD\u3092\u642d\u8f09\u3057\u305f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b7\u30b9\u30c6\u30e0\u3084\u30af\u30e9\u30a6\u30c9PBX\u304c\u304a\u3059\u3059\u3081<\/a><ul><li><a href=\"#PBX\"><span class=\"toc_number toc_depth_2\">5.1<\/span> \u30af\u30e9\u30a6\u30c9PBX\u3068\u306f<\/a><\/li><\/ul><\/li><li><a href=\"#i-12\"><span class=\"toc_number toc_depth_1\">6<\/span> \u307e\u3068\u3081<\/a><\/li><\/ul><\/div>\n<h2 class=\"wp-block-heading\"><span id=\"ACD\">ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u3068\u306f<\/span><\/h2>\n\n\n\n<p>ACD\uff08Automatic Call Distributor\uff0f\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u96fb\u8a71\u3092\u81ea\u52d5\u7684\u306b\u9069\u5207\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u632f\u308a\u5206\u3051\u308b\u4ed5\u7d44\u307f\u3092\u6301\u3064\u88c5\u7f6e\u306e\u3053\u3068\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3084\u30b5\u30dd\u30fc\u30c8\u7a93\u53e3\u306a\u3069\u3001\u591a\u304f\u306e\u7740\u4fe1\u304c\u3042\u308b\u73fe\u5834\u3067\u5e83\u304f\u5229\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5f93\u6765\u306f\u3001\u7740\u4fe1\u3054\u3068\u306b\u624b\u52d5\u3067\u5bfe\u5fdc\u3057\u3066\u3044\u305f\u305f\u3081\u53d6\u308a\u3053\u307c\u3057\u304c\u591a\u304f\u767a\u751f\u3057\u3066\u3044\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u3001ACD\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u3067\u3001\u5bfe\u5fdc\u306e\u8fc5\u901f\u5316\u3068\u3068\u3082\u306b\u53d6\u308a\u3053\u307c\u3057\u306e\u9632\u6b62\u3092\u5b9f\u73fe\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u5f85\u6a5f\u6642\u9593\u304c\u77ed\u3044\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u3001\u7279\u5b9a\u306e\u30b9\u30ad\u30eb\u3092\u6301\u3063\u305f\u62c5\u5f53\u8005\u306b\u512a\u5148\u3057\u3066\u7740\u4fe1\u3092\u5206\u914d\u3059\u308b\u3068\u3044\u3063\u305f\u8a2d\u5b9a\u304c\u884c\u3048\u308b\u305f\u3081\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u6700\u8fd1\u3067\u306f\u3001IVR\u3084CRM\u3001\u30af\u30e9\u30a6\u30c9PBX\u3068\u9023\u643a\u3055\u305b\u3001\u3088\u308a\u67d4\u8edf\u304b\u3064\u9ad8\u5ea6\u306a\u9867\u5ba2\u5bfe\u5fdc\u306e\u81ea\u52d5\u5316\u3092\u5b9f\u73fe\u3059\u308b\u30b1\u30fc\u30b9\u3082\u5897\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span id=\"ACD-2\">ACD\uff08\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\uff09\u306e\u6a5f\u80fd<\/span><\/h2>\n\n\n\n<p>ACD\u306b\u306f\u3001\u7740\u4fe1\u5bfe\u5fdc\u3092\u52b9\u7387\u5316\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u305f\u3081\u306e\u3055\u307e\u3056\u307e\u306a\u6a5f\u80fd\u304c\u5099\u308f\u3063\u3066\u3044\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u4ee3\u8868\u7684\u306a\u6a5f\u80fd\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span id=\"i\">\u5f85\u3061\u547c\u30ac\u30a4\u30c0\u30f3\u30b9<\/span><\/h3>\n\n\n\n<p>\u5f85\u3061\u547c\u30ac\u30a4\u30c0\u30f3\u30b9\u3068\u306f\u3001\u7740\u4fe1\u304c\u96c6\u4e2d\u3057\u3066\u3059\u3050\u306b\u5bfe\u5fdc\u3067\u304d\u306a\u3044\u5834\u5408\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u30ac\u30a4\u30c0\u30f3\u30b9\u3092\u6d41\u3059\u6a5f\u80fd\u3067\u3059\u3002\u300c\u305f\u3060\u3044\u307e\u96fb\u8a71\u304c\u6df7\u307f\u5408\u3063\u3066\u304a\u308a\u307e\u3059\u300d\u306a\u3069\u306e\u6848\u5185\u3092\u6d41\u3059\u3053\u3068\u3067\u3001\u5229\u7528\u8005\u306e\u4e0d\u5b89\u3092\u8efd\u6e1b\u3057\u3001\u96e2\u8131\uff08\u5207\u96fb\uff09\u3092\u9632\u3050\u52b9\u679c\u304c\u3042\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u5f85\u3061\u6642\u9593\u306e\u76ee\u5b89\u3092\u4f1d\u3048\u308b\u8a2d\u5b9a\u3082\u53ef\u80fd\u306a\u305f\u3081\u3001\u9867\u5ba2\u5074\u306e\u5fc3\u7406\u7684\u8ca0\u62c5\u3092\u6e1b\u3089\u3059\u3068\u3068\u3082\u306b\u3001\u5bfe\u5fdc\u3078\u306e\u7406\u89e3\u3092\u5f97\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span id=\"i-2\">\u7740\u4fe1\u547c\u5206\u914d\u8a2d\u5b9a<\/span><\/h3>\n\n\n\n<p>\u7740\u4fe1\u547c\u5206\u914d\u8a2d\u5b9a\u3068\u306f\u3001\u7740\u4fe1\u306e\u81ea\u52d5\u5206\u914d\u3092\u8a2d\u5b9a\u3059\u308b\u3001ACD\u306e\u4e2d\u6838\u6a5f\u80fd\u3068\u3082\u3044\u3048\u308b\u3082\u306e\u3067\u3059\u3002\u3042\u3089\u304b\u3058\u3081\u8a2d\u5b9a\u3057\u305f\u30eb\u30fc\u30eb\u306b\u5f93\u3063\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3084\u5f85\u6a5f\u6642\u9593\u3001\u30b0\u30eb\u30fc\u30d7\u306a\u3069\u306e\u6761\u4ef6\u306b\u5fdc\u3058\u3066\u6700\u9069\u306a\u62c5\u5f53\u8005\u3078\u81ea\u52d5\u7684\u306b\u7740\u4fe1\u3092\u632f\u308a\u5206\u3051\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5bfe\u5fdc\u306e\u30d0\u30e9\u3064\u304d\u304c\u6291\u3048\u3089\u308c\u3001\u3088\u308a\u7684\u78ba\u3067\u30b9\u30e0\u30fc\u30ba\u306a\u5fdc\u5bfe\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a3c\u50cd\u72b6\u6cc1\u306b\u5fdc\u3058\u3066\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u632f\u308a\u5206\u3051\u306e\u6700\u9069\u5316\u3082\u56f3\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span 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class=\"wp-block-heading\"><span 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