Inbound

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Automatic Call Distribution (ACD)

ACD allows you to optimize your response time. The ability to answer calls immediately by playing a personalized greeting and bypassing ring tones allows you to take control of the call as soon as it comes in. Queue management provides features to enhance the call experience–prompt your callers with an estimated queue time and personalized campaign messages while they wait, reducing abandon rates.

Inbound Call Management

Five inbound abandon solutions are available to enhance your inbound call management: automatic call back, voice mail, rerouting, Interactive voice response (IVR) or play a specific message. Warm transfers are also included. The call blending function also maximizes agent performance and productivity, allowing agents to receive inbound overflow calls or outbound calls when inbound call volumes are low.

Intelligent Skill Based Routing

Calls are efficiently distributed to agents, in accordance with their predefined skill sets. For each of your queues you can attribute specific skill levels. The script will pop up on the agent’s screen when the call is received. The scripting tools will provide the proper information related to the clients record based on the inbound telephone number.

Human Resource Management Tools

These tools allow you to assign a skill profile for each Agent campaign and define the call priority and the queue time. Use the intelligent IVR to redirect calls to specific skill sets. The ACD distributes each call to the agent with the highest skill set, and allows for a delay between skill sets so the call can be handled by a secondary skill level, if the primary skill set profile is not available.

Inbound Functionalities