Automatic call distribution (ACD)
is an advanced telecommunication technology and integrated application, which
was recently introduced to enable companies to manage their incoming calls more
effectively and efficiently. Basically it directs calls to a queue, manages the
queue and distributes the calls from the queue to an appropriate destination.
PowerX2011™ telecom server brings the company’s Contact Center to a higher
level of productivity and efficiency, making it even more of a strategic asset.
As ACD is one of many features incorporated within the PowerX2011™ telecom
server itself, it integrates seamlessly with any existing PABX/telephone system
or as a complete standalone system.
Unlike the traditional “first-in first-out” approach of queuing callers for the
next available agent, the PowerX2011™ telecom server applies GrowHill’s unique
and new generation of IntelliQue™ technology based on a wide array of
parameters. It automatically identifies the type of every incoming call and
applies the appropriate call distribution parameters (intelligent routing
algorithm) to it. The type of call is based on the following data:
|
|
|
|
|
|
The above attributes are used by the
IntelliQue™ technology to generate the following powerful call distribution
algorithm/rules:
There are no limitations on the number of extensions or agents that can be
created per ACD workgroup. This represents a huge savings in initial investment
and subsequent maintenance costs.
Additional workgroups or agents within an ACD workgroup are created through
just a series of mouse clicks on an intuitive Windows based administrator
program. A trained user can implement or reconfigure ACD settings within a few
minutes from his or her own PC.
|
Top |
|
|
|
Enabled by the powerful functionalities
mentioned earlier, Automatic Call Distribution provides the following services:
ACD is one of the most useful communication technology, which benefits all
companies in many ways. Some of these benefits are as follows:
Unlike the traditional PABX systems, ACD is part of the PowerX2011™ telecom
server. Thus there is no additional cost to the company, as it does not need to
purchase additional hardware and software.
PowerX2011™ telecom server, with its own powerful FSK modem resources, can
simulate and support both single-line and multi-line Caller ID handsets that
can be made to display valuable information such as inbound caller ID, name,
average queue time, number of group voice mail, number of callers in queue, and
many more parameters assignable or configurable by the user. With this powerful
feature, the PowerX2011™ telecom server transforms the normal analog caller ID
handset to an expensive and high-featured digital handset.
Companies can also opt for the full PowerX2011™ Contact Center Solution, which
integrates the core PowerX2011™ telecom server features with PowerX2011™
Customer Relationship Management (CRM) and Telesales Agent modules. This will
enable the company Contact Center to experience the full Computer Telephony
Integration (CTI) solution, which has many features and benefits such as the
ability to display the customer profile on a PC monitor when a particular call
is routed to a call center agent.
PowerX2011™ telecom server captures and stores information on the activities of
the ACD groups for up to a minimum of 12 months. Administrators can access
real-time statistical displays and comprehensive ACD management reports anytime
to review these activities.
Unlike the traditional technology, PowerX2011™ telecom server uses GrowHill’s
latest technologies such as PowerXTurbo™ engine 6, PowerMatrix™, IntelliQue™
and PowerDialogue™ which amazingly power up the PowerX2011™ telecom server to
handle event and call distributions within a few milliseconds. Any complex call
flow, table lookup, schema matching can be achieved within a few millseconds
from the time the call originates to connection to the destination. This makes
PowerX2011™ telecom server the most powerful ACD in the industry. It can handle
traffic of millions of calls per day. It can easily manage up to 5,072 agents
per ACD and thousands of ACD work groups simultaneously. This remains a dream
for the traditional PABX solution.
PowerX2011™ telecom server also uses the latest powerful digital and risk
central processing unit (CPU) to manage its internal digital processing and
central processing unit event/task.
It can meet perfectly the demands of small, medium and large companies alike.
|
Top |
|
|
|
The PowerX2011™ ACD encompasses a series of
very unique and intelligent features that distinguishes it from the traditional
PABX/ACD solutions. The following are highlights of these features:
PowerX2011™ telecom server is the most robust ACD in the industry. Offering a
wide selection of call distribution parameters, it is able to partner the right
agent with each call, which greatly enhances the quality of the service and the
value of the customer’s calling experience.
|
Top |
|
|
|