Hosted Call Center
ACD (Automatic Call Distribution)
Solutions for Call Centers
Hosted Call Centers and Automatic Call Distribution (ACD) solutions meet customer needs for small, medium and large companies. Enhance your business by upgrading to either basic call center funtionality or our fully featured product complete with Gold & Platinum levels, with additional
supervisory and agent features including intigrated ACD, IVR, call recording capabilites and more.
Gold and Platinum ACD Packages
ACD Gold Agent provides call centers with a supervisor’s dash-board that shows calls in queue and agent activity, and allows supervisors to download detailed
statistics and reports.
ACD Platinum Agent provides additional supervisory features such as Monitor, Whisper and Barge-In, Customizable Agent Status Codes and Agent Wrap-up with Customizable Disposition Codes as well as an advanced agent dashboard.
Hosted Call Center
For customers who need a fully featured call center, ITS Fiber Hosted Call Center, powered by Telax, provides industry leading and feature-rich call functionality for organizations of any size. Traditionally complex features like Interactive Voice Response (IVR), Workforce Management (WFM) and Automatic Call Distribution (ACD) with skills-based routing, are made simple to deploy and support.
Since this is a hosted solution, this means that your call center does not need any dedicated premises-based equipment or specialized IT personnel to manage the system. Compared with traditional premises-based solutions, the Hosted Call Center lowers costs and reduces complexity for end users. The hosted architecture provides the following additional benefits:
*Designed for maximum reliability and availabilty *Compatible with PSTN, VolP and mobile networks *Expert support available 24/7
*Custom solutions tailored to your specific needs
ACD Supported Features Featured Packages
Announcement
Gold
Platinum
Comfort Message
Dynamic Announcements - Queue Position / Wait Time Entrance Message
Estimated Wait Message Music On Hold Message
Periodic / Multiple Announcements Whisper Message
Advanced IVR
Includes IVR
GUI IVR Developement Self-service IVR
IVR with 3rd Party Data Dips (Read/Write) Call in prompt recordiong
Prompt file uploads MVR bulletins
Outbound notification with reconnect to queue option
Advanced IVR
Includes IVR
GUI IVR Developement Self-service IVR
IVR with 3rd Party Data Dips (Read/Write) Call in prompt recordiong
Prompt file uploads IVR bulletins Queue bulletins
Multi-lingual support (English, Spanish, French)
Directory Integrations
Personal Directory
Call Recording
Call Record Always
Work Force Management
Forecasting
Automated scheduling Schedule optimization
Adherence (real-time & reporting) Vacation automation
Agent shift-trade marketplace
Licensing Requirements
Per Name Agent Pricing Additional per Queue License
Requires Additional Supervisor License Requires Additional Suto Attendant License Per Concurrent Agent License Required
ACD Feature Package
ACD Supported Features Featured Packages
Overflow Secondary Overflow Number Re-Queue if Unanswered Skills Based Routing
Routing Capabilities
Gold
Platinum
After Hours Routing Call Delivery Circular Call Delivery Next Available Call Delivery Similtaneous Call Delivery Uniform Emergency Treatment Forced Forwarding Holiday Routing Overflow Calls
IVR bulletins
Configurable hot keys Mobile device routing
Ergonomic (minimun keystrokes, body nuetral posture)
Routing Capabilities
CRM integrated screen pop IVR data and call info screen pop Agent scripting tool
Inter-agent presence view Inter-agent chat
Integrated agent view of queues/waits Global Daily Statistics View
Personal Agent Statistics view
GUI call transfer (agent, queue, external)
Intelligent Routing
Identity Routing (by CLID, DNIS, CRM) ANI or Geography-Based Routing Routing by DNIS
Routing by Type of Day Routing by Time of Day Queue priority routing Agent priority routing CRM-Based Routing
ACD Supported Features Featured Packages
Service Level Report
Whisper
Private Line Calls
Queue Performance Analysis Queue Summary
Scheduled Reports Frequent Caller Summary Group Call Statistics Hourly Usage
Inbound Number Statistics Customized Reports Daily Traffic
Email Reports - Sceduled Export Reports
Reporting
Gold
Platinum
Agent / Supervisor Activity Agent Activity
Agent Summary Agent Utilization Report Call Detail by Timezone Call Duration Summary Call Leg Detail
Call Log Calls By Day
Quality Management
Call recording tagged w/ dispositions and agent notes IVR survey (in queue, agent transfer, auto transfer) Screen capture & recording
Desktop app usage monitor Agent chat logs
Supervising
Schedule mobile agents Silent Monitor
Supervisor Desktop Client Supervisor Real-Time Dashboard Supervisor Web Client
Traffic Analysis
View Agent Private Line Calls
Supported Features Feature Package
Re-Queue Calls Unanswered by ringing agent Route Calls In Queue when agents logout Screen Pop - CRM Integration
Service Levels Configuration Set Max Queue Length Zero Out Of Queue Max Agents In Queue Max Calls In Queue Max Time In Queue Multiple ACD Groups Multiple DID Per Queue Multiple Langauge Support Play Ringing When Offering Call Priority Queuing
Allow Call Waiting
Automatic Agent Logout (Unanswered Calls) Audible Alerts when Thresholds Met Configurable Alerts
Configurable Zero Out Key Departments
Disposition / Wrap Up Codes (Customizable) DNIS Support
Agent Capabilities
Gold
Platinum
Agent ACD Pass Code Agent Available / Unavailable Agent Login / Logout Call Agent
Call History - Dialed, Recieved, Missed Call Supervisor
Conference In Supervisor Defer Queued Emails
Log Into Multiple Groups Simulataneously
ACD Supported Features Featured Packages
Schedule IVR dail outs Login Restrictions
One-click business continuity capability Real-time Statistics Display
Role based & Granular access levels
Supervisor Capabilities
Gold
Platinum
Alerting - Customizable Answer Agent
Barge-In Call Agent
Configurable Real-Time Display and Email/SMS alerts Configure Contact Center Settings
Customizable Agent Statuses
Email Notification when thresholds are met Graphical Statistics Dashboard
Webchat queuing
In queue priority call back requests In queue voicemail to email Inbound voive queues
Queued/automated outbound calls Skype call queuing
Socail media queuing (Twitter/Facebook) Universal ACD (multi-channel/modal queues) Voicemail queuing
Queues
Automated queuing of abandoned calls Blended agents (inbound/outbound) Callback request visability
Change call priority or queue of call in real time Change call back priority, retry perios in real time Click-to-call queing
Email queuing Deferred Email Queue
ACD Supported Features Featured Packages
Call Center Group Features
Gold
Platinum
Agent Logged into Multiple Queues Agent Login From Phone
Agent Visual Login Indicator from Phone Agents behind SIP trucks
Agent Unavailable Reason Codes Customizable Agent Unavailable with Visual Indicator Agent Wrap Timer
