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Infinity Solutions - Call Center Software

Call Center Software

- Inter-Tel - Oaisys - Taske -

telephone communications Telecommunications solutions: Call Center Software helps any size call center or group maintain service level goals by monitoring and optimizing call traffic for ACD (automatic call distribution) groups. ACD Manager monitors calls and phone agents for user-specified time and event-based thresholds to occur. These thresholds are set so service levels can be maintained, customer service can be improved and lost opportunities can be reduced. Events include a caller hanging up, agents missing calls, callers waiting for an extended period of time, the number of calls holding exceeding a specific percentage of agents, or the last agent logging out. Notification can be via overhead paging, beeper pager (wide area or onsite), telephone call, bell, strobe light, reader board, or instant messaging.

Once ACD Manager detects that an event has occurred, it will take an action on the event such as signaling an overhead pager, sending an instant text message, or transferring the call to another group, extension or voice mail box. ACD Manager monitors up to 50 ACD groups, searching for up to eight events per group and can take one action per threshold. The intelligent look ahead feature checks the status of other ACD groups to determine if a call will be answered in less time. If it finds a group that can, the call will be transferred.

ACD Manager provides callers with the option of leaving contact information so the next available agent can immediately call them back. Callers can hang up and, unlike voice mail, their request will be queued and they will automatically get a return phone call in a similar amount of time as if they had waited on hold. Agents are not required to dial the callback number; ACD Manager automatically dials it for them.

ACD Manager helps track abandoned callers by capturing Caller ID information of calls that hang up and placing a callback with that information in the queue so the next available agent can contact the caller.

Features	Functions	Benefits
Event-based Call Management	Monitors real-time call activity for specific thresholds and triggers corresponding actions Monitors up to 50 ACD Groups Up to 8 thresholds per ACD Group One action taken per threshold	Increases service levels Optimizes call flow Reduces customer hold time Reduces PBX resources Reduces long distance costs on toll free numbers Allows you to service customers who abandoned and recapture lost revenue opportunities Optimizes staffing resources
ACD Call Backs	Places call back message and information in queue for immediate callback so callers don't have to wait on hold
Abandoned ACD Call Backs	Places abandoned Caller ID information in queue for immediate call back
Intelligent Look Ahead	Looks ahead at the status of other ACD groups before determining whether or not to send the call. If the destination group is not meeting service levels, the call will not be routed to that queue.

For more information on our telecommunications systems, products, pricing or ordering information, please contact us. For a personalized quote, please go to our phone system evaluation form.