Our ACD applications offer an advanced call queuing and call distribution package that builds on the strengths of the selected telephony platform. Calls are distributed to groups of agents defined as skilled to take the call based on the number dialled and the options selected by the customer. Once queued to a particular group, the calls are then distributed to either the longest idle operator in quiet periods or to the first available operator in busy periods. This ensures that calls are dealt with as quickly and efficiently as possible.

As well as the flexibility of group diversification, individual agents may belong to several groups servicing different types of call at the same time according to their personal skills. If the calls are not answered immediately they then follow the agreed call queuing path until they can be dealt with

Our ACD software allows an agent to log in at any phone point, which negates the need for each agent to have a specific desk and also means that working from home can be an option. Each agent has a unique ID which when they log in to an IP phone will automatically adopt their specific agent profile. When they log out the phone will revert to the original standard profile.

To deal with overflow to multiple Agent Groups can be associated with each call path. This allows for appropriate alternative groups to handle a call when no-one in the primary group is available, which reduces customer waiting time (see diagram below). Our overflow systems can be either timer or predictive based. 

 

To find out more call us on 0845 345 4282