ACD Systems
Automatic Call Distribution Software

ACD Phone System

Our ACD software and phone systems can be broken down into three different components.

• Agent features These features are designed to ensure callers receive quality service by providing agents with a comprehensive and quickly accessible set of call processing tools. These features are accessible where they make the most sense and are easily implemented by call center managers without programming knowledge.
  
  
• Call processing features Our ACD software provide the phone system manager with the ability to customize ACD system configurations to meet an organization's unique call distribution requirements. Call routing handles high volumes of incoming calls and distributes them to agents or devices. Our ACD systems also support this distribution (both voice and data) to agents that are remote from the call center. (See Remote Agents).
  
  
• Administrator features Our ACD tools enable administrative staff to monitor agents' work and provide agents with the support they need. Supervisors can access current status displays as well as historical information collected by the system in the day-to-day management of call center operations. These ACD system features not only save a call center time and money, but can help any organization generate new revenues by increasing customer satisfaction and encouraging repeat business.

A simple ACD system processes incoming telephone calls on a first come first serve basis. The phone system typically answers each call and, if necessary, holds it in a queue until it can be directed to the next available answering service representative. When an agent becomes available, this representative serves the first caller in this queue. However, the PACER and WIZARD phone system does far more than simply process calls in sequence.

Our PACER (digital) and WIZARD (analog) ACD software manages multiple call queues, keeps a log of call group activity, and monitors call activity such as call queues, agents, and on hold times. Depending upon user defined business rules, our automatic call distribution systems create different processing paths for different callers.

For example, individuals calling a special number can be routed for priority handling. Customers placing orders can be distinguished and given a higher priority than those seeking general information.

However a call center s business rules may be configured, the ultimate goal should be to serve every caller quickly and efficiently to meet customer service expectations.

With our IVR solution, those who do wait in an ACD queue can be reassured with recorded announcements, music, or weather and news channel information using our Text To Speech Software. Thresholds can also be configured into the system to minimize delays and divert calls to alternative queues ensuring no person waits too long.

• Intelligent skill based call routing
• Route calls to remote agents
• Prioritized call routing
• DNIS assignment of agent groups
• GUI interface
• Unlimited number of agent groups
• 800 phone service
• Custom messages for each DNIS
• Call queuing and call routing
• Web call backs
• Multimedia support (email, chat, inbound, outbound calls)
• Alarms for callers in queue
• Call-back message support
• Customizable agent screens

Contact Database to learn more about our automatic call distribution systems.