Auto Call Distribution
ACD - Quickly route callers to the appropriate agent with the correct skills and in the right priority, using a flexible set of routing policies.
Ensure that incoming callers never receive a busy signal or no answer, and are greeted with appropriate announcements and hold media (audio or video).
Queues can include agents and supervisors that span multiple locations, allowing employees to work from anywhere.
Web-based Agent & Supervisor Desk Clients – Provide a next-generation look and feel for call centre management and options for when, where and how users manage their customers, agents and queues.
Supervisors and Managers can monitor real-time queue and agent activity, as well as generate in-depth historical data and trends on queues and agents, allowing them to improve performance and ensure that calls are handled efficiently.