Toshiba ACD

Increasing Efficiency and Service with Every Call

ACD

Your contact center doesn't have to be complex to be powerful. In fact, the Strata® CIX™ ACDAutomatic Call Distribution is simplicity at its finest, running as an application on the Strata Media Application Server or other network server. A robust array of Automatic Call Distribution (ACDAutomatic Call Distribution) features make it easy to optimize contact center operations, increase customer satisfaction, and improve efficiency. You can very effectively allocate inbound calls among your call-handling agents.

Valuable Features:

  • Advanced Call Routing directs calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-ofyear, and user-entered data.
  • Advanced Call Routing directs calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-ofyear, and user-entered data.
  • Priority Queuing enables you to answer higher priority calls sooner.
  • Multiple Group Agent Log-in provides important call coverage between groups and tiered service levels.
  • Agent Priority Routing gives you the ability to send the right call to the right agent.
  • Intelligent Announcements play pre-recorded messages and inform holding callers of their place in the queue or estimated time before answer, as well as offering alternative actions like going to voice mail or invoking a call back reservation.
  • IVRInteractive Voice Response Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities.
  • Integration of your PC and your telephone enables you to manage incoming and outgoing call functions and synchronizes with your company's operations, CRM or contact software.
  • Call recording/logging enables you to record, store, organize, search, and playback telephone calls to avoid disputes and improve the quality of training and customer service.
  • Call Center reports let supervisors analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.
  • Network ACDAutomatic Call Distribution enables multi-site contact centers to work together as one integrated call routing system, enabling contact centers to distribute agents over the network and route calls to available agents on any CIX system on the network. Network ACDAutomatic Call Distribution provides look ahead routing to check the status of agents in other nodes before it routes the call to those agents. It also extends the functionality of Strata Call Manager over the network to support features such as Network DSS/BLF and/or Chat between users in multiple nodes.
  • Multimedia Web Callback enables customers to initiate a "callme- back" request by entering their name and phone number on a company's website. When a company's contact center representative becomes available, Strata ACDAutomatic Call Distribution application automatically calls the customer. Multi-media Web Chat enables customers to initiate an instant messaging chat session with a contact center agent. These multi-media web technologies increase customer access to the contact center, provide better service, and reduce hold times and contact center operation costs.

Important Benefits:

  • Effi cient call handling through automated call processing provides faster response to callers, and makes agents more productive.
  • Effective handling of call traffic during peak hours, and complete back-up coverage during heavy call volumes.
  • Accurate forecasting of call center staffi ng and facility needs, making sure you have the call handling resources you need.
  • Effective management of the lines serving your call center increases management control.
  • Investment protection through solutions that adapt to your needs as your business grows.