ACD & Soft IP PBX

Soft PBX Customer Contact Systems

• Enables true enterprise-wide customer contact and improved service.
• VoIP PBX flexibility supports distributed contact centers and remote workers.
• CTI screen pops and enterprise routing of voice and data.

Contact Center ACD

• Dynamic routing and remote agents - skills-based routing,  inbound integration with Amcat Dialer.
• Customer Self Service and Virtual Hold Queue - IVR integrated with ACD for self service.  Virtual hold software performs automatic call backs.
• CTI screen pops - ANI database lookups.
• Service level alerts - Audio, Visual, and/or email alerts.
• Comprehensive inbound reporting - Real-time statistics such as resources, length of time-in-queue, Web-based ‘anywhere’ reporting.
• Call handling features - Recorded digital messages, calls overflow, internal /external transfer, conferencing, unlimited number of inbound/ outbound or blended projects.
• Integration available with standard PBX phone systems

Benefits

• Maximized staff resources - The system can be configured to determine the agent groups best able to handle specific types of calls.
• Prioritized contact handling - Queues can be prioritized with your highest skilled agents while also managing hold times during busy times of day.
• Reduced expenses - Reduce hold times and long distance charges through more efficient routing and service level management.
• Customer self service - ACD IVR integration increases efficiency and productivity while providing valuable customer services.
• Improved customer experience: CTI screen pops allow agents to view critical customer data throughout the customer contact.