Intelliverse’s Automated Call Distribution (ACD) allows you to intelligently route calls based on rules, agent skill sets & priority. Our cloud-based ACD network eliminates hardware and software costs and delivers a scalable, efficient and flexible call routing system.
ACD systems also integrate with IVR applications, which automate inbound and outbound interactions between organizations and customers. Our dual IVR/ACD integration easily handles repetitive, standard requests and offers intelligent routing capabilities to seamlessly direct callers between a self service IVR system and a contact center.
How Does Hosted ACD Work?
Quite simply – Incoming calls are put into a call queue based on the reason they are calling. Agents are logged into queues according to their skill set. As soon as an appropriate agent becomes available, the caller and agent are instantly connected.
Our Hosted ACD lets you get your callers to the people who can help by optimizing how calls are routed. Match the caller with the right agent by using features such as skill based routing, agent availability and language selection to ensure that calls are directed to the appropriate agent with the best ability to respond to your customers.
Hosted ACD Features
- Outbound Campaigns
- Music on Hold
- Real Time/Historical Web Metric Reporting
- Recording/Monitoring Agent Calls
- Custom Message Announcements
- Live Call Center Option
- Call Queuing
- Skills Based Routing
- Proficiency Based Routing
- Live Queue/Agent Monitoring
- Call Barge-In
- Web Admin of Queues
Reporting
Our robust suite of web-based reports provides details that enable you to evaluate key metrics about your business.
ABOUT YOUR CUSTOMERS
Learn when and why customers are calling. Our historical Reporting presents information to you about the number and types of calls to your call center. Analyze call center and agent information to optimize call handling and improve your customers’ experience.
ABOUT YOUR AGENTS
Gather performance information about your agents with our suite of Agent Reporting. Detailed agent data such as time logged in, availability, number of calls answered, average speed to answer (ASA), and total duration of call.
ABOUT YOUR CALL CENTER
Our online dashboard gives a real-time view of the Current performance of your call queues. Quickly view Critical details such as which queues are active, the number of calls to each queue, the current calls on hold and the amount of time on hold, and the number of abandoned calls. Then, manage your staffing based on your customer call demands.
IP Telephony Option
Leverage VoIP technology to reduce the costs between the IVR, call center agents and your offices & locations. Intelliverse’s proficiency with internet telephony offers a reliable and cost effective transport option to get your voice traffic to and from “the cloud”.
A COMPLETE COMMUNICATIONS SOLUTION
Intelliverse is one of the few providers that offers a complete, cloud-based platform that integrates IVR, ACD and IP telephony options in one solution.
- Work with a single solution provider
- Reduce set-up costs and time
- Avoid duplicate charges from multi-vendor solutions
Designing custom communication systems is our specialty. With over 25 years of experience, our clients benefit greatly by our consultative approach and vertical market experience. Our goal is to help our customers identify and implement the best solutions for their specific business and communication challenges. To accomplish this, we provide the entire solution – from a dedicated team to consult, strategize and design your application to the management, delivery and continual support offered through ongoing improvements. As a result, our customers tell us that our level of service and support is unmatched in the industry.
Contact us today to learn how we can meet your specific business needs.
