Call Center Software Automatic Call Distribution
Efficient Call Routing with ACD
Supervisor Support & Assistance Anytime
Efficient assistance is crucial for communication officers (COs) in maintaining superior customer service. ACD systems offer advanced support features, including COs requesting help from supervisors via their phones. This functionality connects COs with supervisors while putting customer conversations on hold. Streamlining support promotes collaboration, optimizing problem-solving and operational efficiency in customer support centers.
Selective Call Routing and Officer Capability
The ACD system efficiently identifies the availability of COs in the state call center and routes call accordingly. It supports selective call routing based on the officers' capabilities and routes calls to specific emergency numbers. There are various DIDs that can be configured to ACD to route calls efficiently to available COs. This feature ensures that calls are directed to the most suitable COs based on their skill sets.
Efficient Call Overflow Routing
The system has the capability to support call overflow routing. For instance, if there is a queue in a specific ACD group and another group is available and idle, the system should be able to transfer calls to the available group based on administrator-defined settings. The call flow can be easily customized in the user account, allowing calls to be seamlessly transferred to another group if there is no answer in the first group. This flexibility ensures that customer queries and concerns are promptly addressed, regardless of the current workload in different groups.
Remote Activity Tracking and Supervisory Control
The automatic call distributor (ACD) device enables efficient tracking of both on-premises and off-premises activity, ensuring consistent monitoring and reporting for all officers. The agent dashboard provides real-time visibility of COs, allowing supervisors to view their status and activities. Additionally, supervisors have the capability to log out officers from their voice terminals remotely, eliminating the need to physically approach their desks. The CO login tab facilitates convenient remote logout functionality, enhancing supervisory control and flexibility within the system.
Redirection of Unanswered Calls
The automatic call distributor (ACD) device efficiently handles unanswered calls by providing the capability to redirect them according to specific process requirements. If a call goes unanswered, the ACD system can be programmed to automatically redirect the call to a desired action, ensuring that no calls are left unattended. This feature enhances call management and ensures that all incoming calls are appropriately handled, contributing to improved customer service and overall efficiency.
Call Wait Module
In IVR, you can add “Wait” module in the flow to stack unprioritized call in the waiting queue to compensate for the average speed of calling. This will help in making better routing decisions.
Reserve CO for Certain Skill Set
Our automatic call distributor device can help you define a group of COs as “reserve” CO for certain skill sets. Calls can be easily routed to this group while creating the IVR flow.
Features of Automatic Call Distribution
Call Center Support Features
ACD device offers enhanced functionalities to enhance the caller's experience. It supports locally sourced music and announcements for calls that are put on hold, ensuring a pleasant waiting experience. The call transfer module allows customization of ringtones to align with specific requirements. Moreover, the ACD device supports multiple announcements that can be played to callers, providing important information or updates. These features enable efficient call management and contribute to a positive customer interaction.
Support for Multi-Site Virtual Call Center Operation
The proposed system provides comprehensive support for a multi-site call center environment, operating as a unified virtual call center. It enables efficient allocation of calls across different sites based on various criteria, including COs' skills, availability, queue times, and more. The ACD system's advanced call flow design allows for the creation of intricate call handling processes, seamlessly managing calls originating from multiple states.
Load Balancing and Customized Routing
The automatic call distributor (ACD) device supports load balancing for all calls, ensuring a fair distribution of workload among agents. Additionally, the proposed system allows for customized conditional routing, which considers queue conditions before or after call routing to prevent overload and optimize call distribution. The call flow designer modules enable efficient load balancing and dynamic rerouting of calls for improved call center performance.
Intelligent Routing and Call Management
The ACD system employs intelligent routing mechanisms to optimize call distribution. It compares specified skills and identifies the most suitable Communication Officer (CO) with the required expertise to provide the best service to each caller. The system tracks queue conditions and adapts call routing to maintain balanced workloads and efficient call handling.
Comprehensive Reporting and Analytics
The ACD system captures individual CO statistics by assigning a unique log-on identification number to each CO. This enables detailed reporting and analysis of CO performance and productivity. The system also provides real-time views of COs’ status on supervisors' workstations and generates standard reports to track overall call center activity.
Enhanced Routing and Dynamic Skill Management
The Automatic call distributor (ACD) device utilizes external sources like TSP interface or databases to gather information before routing calls, ensuring accurate and informed routing decisions. Telephone indicators notify COs and supervisors when predefined thresholds for individuals and groups are reached, providing real-time monitoring through DeepCall's live queue dashboard.
Seamless Integration and High Availability
DeepCall ACD seamlessly integrates with Internet Protocol Private Branch Exchange (IP-PBX) systems, enhancing communication infrastructure. The ACD system, comprising both hardware and software components of utmost quality, is configured in a high availability configuration to ensure uninterrupted operation and minimize downtime.
Flexibility and Scalability
ACD system of DeepCall offers flexibility and scalability. It can be scaled up by at least 50% as mentioned to accommodate additional COs and organization's growing requirements. You simply have to increase resources in backend to accommodate imminent increase in volume or process requirements.
Simplified Call Handling & Prioritization
The ACD system provided by DeepCall can handle both call and Internet Protocol (IP) phone volumes as defined within its capacity. Further, the DeepCall ACD is supported on all operating system (OS). The system supports skill-based routing accompanied by DTMF and grouping of COs, whether it os multiple group support, priority handling, and queue status indicators. It can be easily monitored on user panel and you can customize the call flow to prioritize certain DIDs.
Customized Call Handling and Alternate Routing
The automatic call distributor (ACD) device offers flexible call management features. Calls for each ACD group can be redirected to different extensions after hours, allowing for tailored handling during off-peak times. Supervisors can activate this feature from their terminals, and each group can have distinct operating hours.
Virtual Seating and Individual Identification
The concept of virtual seating is fully supported, allowing communication officers (COs) to conveniently log on from any "soft phone" instrument within the system. Regardless of their location, COs can easily access the system by entering their credentials into any of the available softphones. Each CO will be assigned a unique log-on identification number, enabling the ACD management information system to collect individual statistics. This ensures that every CO has a personalized login and their performance reports remain unaffected.
Enhanced Functionality
The ACD device offers advanced features that optimize call distribution and monitoring processes. Skill-based call routing can be programmed using the user account's designer tool, ensuring calls are directed to COs based on their efficiency and workload. The performance tab provides valuable insights into the least occupied COs, facilitating effective call distribution. Additionally, supervisors can actively observe COs' activities or silently monitor their performance in real-time. The user account holders have the ability to "spy" on and "whisper" during live calls, enabling training and quality assurance opportunities.
Enhanced Caller Service and Customization
The ACD system prioritizes providing the best service to callers. It offers options such as listen-only, listen, and talk-only modes, allowing the COs to customize their interactions based on caller needs. The system supports local treatment for both Internet Protocol (IP) and Integrated Services Digital Network (ISDN) calls, ensuring efficient handling and personalized experiences for callers.
Call Center Location Preference Distribution
The automatic call distributor (ACD) device incorporates a crucial feature called Call Center Location Preference Distribution. This feature enables the design of the call flow based on the location of the caller. By utilizing this functionality, the ACD system ensures that calls are routed to the most appropriate call center based on the caller's location. This allows for efficient handling of calls, reduces call transfer times, and enhances the overall customer experience.
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