ACD Call Centers

Whether you have a large contact center or just a handful of customer service reps, Enterprise ACD is packed with features geared toward helping you more efficiently process customer calls.

Helpful Agent Features

• Wrap Up - Allows a set time to wrap up notes or enter data before answering the next call
• Help - Alerts a supervisor to silently monitor, record or coach an agent on an important or difficult call
• Not Available - Indicates an agent is temporarily unavailable and prevents calls from ringing to that station
• Screen Pops - Instantly pops up the customer files of an incoming caller to an agent's PC
• Call Identity - Tracks the source, type or result of a completed call by entering a 3-digit key code

Convenient Supervisor Features

• Monitor an agent call and even interrupt or silently coach agents using the Whisper Page feature
• Login and monitor up to 250 agent call groups simultaneously
• Monitor agents while roaming the contact center using the Omegatrek wireless handset
• Receive instant screen pops of customer files to your PC on incoming calls

Automated Call Processing

• Customize automated company greetings, menu options and directories
• Allow callers to speak menu/directory selections using voice-activated call routing
• Route calls based on caller ID, time of day, call type, account code and more
• Pre-record custom in-queue messaging and on-hold announcements
• Conveniently make changes to greetings and menu options from anywhere offsite
• Program the system to automatically add agent groups during heavy call volumes

Contact Center Network

• Network multiple offices to operate as one transparent contact center
• Provide one main number and route callers to any extension or ACD group within the contact center network
• Work remotely with seamless access to contact center features via an IP phone
• Offer more flexible work arrangements and extended support in more time zones

 

Telecommunication Engineering:
Consulting, Design and Application Billing Management

Business Phone Systems:
Small, Medium and Large 2 Ports to 1024 Ports

Paging Systems:
Office / Industrial Warehouse Night Ring, Background music

Music On Hold Systems:
Equipment Rental/Purchase
Professional Advertising Recordings

Wireless Networks:
Multi-Line Phone Sets, WiFi

Call Center Design Applications:
ACD-Automatic Call Distribution
Task Report Management

Data Software
Microsoft Products, CRM, Remote Management to Desktop, Data Backup

Hardware Applications:
File Servers, Workstations, Managed Firewall Services, Virus Protection

Carrier Services:
Phone Lines, Long Distance Billing Audit, Co-Location T3, T1, DS3, DS1, Telco features
 
Office Relocation Services:
Schedule All Related Services
Servers, Workstations
Phone Systems, Structured Cabling Voice/Data, Building Risers to Small Office

Fiber Optic Networks:
Inside/Outside Plant

Maintenance Services:
Service Level Agreement (SLA),
Voice and Data Networks