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e-CentriX ACD ( Automatic Contactl Distribution ) |
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Manage your call center with real time statistics and historical reporting
e-CentriX ACD System Software
e-CentriX’s ACD (Automatic Contact Distribution) system software is an optional addition to our basic system software. ACD system software allows organizations to realize increased productivity and customer service while decreasing operating expenses in call center environments. ACD accomplishes this by automatically routing callers relative to an organization’s needs and abilities.
Build a Custom Call Center
Because every call center is unique in its size and levels of agent expertise, e-CentriX’s ACD system software is totally flexible. With ACD capability, supervisors are given total control of how call are processed within their organization. Distribution group–based, flexible routingalgorithm, variable driven priorities and queue management can be programmed to create a custom all center that addressed the time, skill level, communication and customer service needs of an organization.
Manage Your Call Center with Real-Time Statistics and Historical Reporting
e-CentriX’s ACD system software is designed to interface with a PC to capture and report call center statistics. For real-time statistics, e-CentriX ACD allows supervisors and agents to display up-to-the minute call center statistics and send messages to each other on their PC Screens. For historical reporting and forecasting, e-CentriX ACD offers a host of reporting features
Features
• Distribution Group-Based, Skill-Based, or based on time profile
• Distribution of telephone calls, e-mail, faxes, SMS and voice mails
• Flexible routing algorithm
• Variable driven priorities
• Overflow agent by skill set
• Queue Management |
Solutions and Products 