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.  This ensures that calls are dealt with as quickly and efficiently as possible.

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 flexibile working is an option. Each agent has a unique ID which when they log in to an IP phone will automatically adopt their specific agent 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).

To find out more call us on 0845 345 4282