Automatic Call Distribution (ACD)
Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.
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Call Summary Notes
Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Interactive Voice Response (IVR)
Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.
Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Callers can be routed to a queue or placed on hold until an agent becomes available.
Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.
Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.
Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.
Call Recording & Playback
Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.
Custom Toll-Free Numbers
Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.
Contact Database Management
Capture and manage contact information, either through an internal database or a CRM system.
Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards
Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Computer-Telephony Integration (CTI)
Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.