ACD (Automatic Call Distributor)
 
 

With our ACD solution, you can serve your customers better and faster. Superior call management leads to shorter interactions with customers and allows you serve more clients, thereby ensuring highest level of customer satisfaction with your organization.

  • Use comprehensive technology - The rich feature set of our ACD providing highest up-time in the industry, the solution eliminates the single point of failure by implementing multiple levels of redundancy in the entire setup to provide business continuity.
  • Robust routing and prioritization - Ensure maximum client satisfaction with exceptional priority and skill-based routing features. Organize relevant queues with designated skills or attributes for agents, and define relationships between agent groups and call queues. Determine who should take the high priority calls!
  • Manage voice recording with ease - Store your voice logs in any format. Search through voice records based on parameters such as agent, time-line, disposition, etc, and use multimedia features (replay, rewind, forward)
  • Comprehensive reports for improved productivity - Analyze productivity and performance via GUI, web-based, real-time reports.
  • Flexible and easy Integration with third-party databases - Integrate with any third-party database using an easy interface. Our ACD solution comes standard with PostGreSQL but can be integrated with Oracle, MySQL, DB2, or any other RDBMS seamlessly.

With unlimited capability to configure process, specific components and define custom skills for agents, the ACD solution is perfect for businesses that have high call influx from multiple locations with a high ratio of customers looking for specific information.

 
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