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The Ultra Network Automatic Call Distribution provides a facility that manages incoming calls and handles them based on the number called and associated call handling instructions. This network based system routes incoming calls to free agents in the contact centre like a normal on-site ACD with far more added advantages.
The Ultra Automatic Call Distribution allows organisations to effectively manage inbound calls for the contact centre by recognising, answering and routing incoming calls to appropriately skilled agents or groups, wherever they are based in the world.
Other network
ACD advantages –
- Allows routing to multiple sites and remote or home workers - as well as the most efficient use of skills-based teams.
- End-user can set-up and make changes to the ACD system themselves uses a simple web browser. There is no need to involve expensive system integrators: after a brief training course even non-technical staff can do everything themselves, remote and in real time.
- Complete business continuance with calls able to be diverted at will as the emergency need arises and can be diverted by the Ultra team if needed to alternate staff in other offices within minutes.
- Low cost, low risk and integrated and working within days unlike the on-site ACD’s that are a substantial Capital outlay.
The ACD system works with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) so that intelligent routing takes place and inbound calls are transferred to an appropriate agent with the right skill set or dealing with that particular campaign, etc.
The Ultra ACD system's versatility meets the demands of modern contact centres. From traditional routing based on agents waiting, to skill based routing based on a call handler’s skill set, and from dynamic routing to delivering real time customer announcements, the Ultra ACD system allows you to have a bespoke solution with rules set by you.
Features
- Comprehensive Management: Manage centre from a single configurable, real time visual panel that provides second-by-second control
- Call Rules set by centre: Allows you to have a bespoke solution
- Dynamic Routing: use business rules to respond to conditions in real time by reallocating contacts to different queues, increasing priority and giving the option to leave a message
- Priority Queuing: identify calls by CLI and transfer to a specific agent skill set and by set priorities
- Remote Agents: ability for off-site, "on demand" staffing resource to support your customers
Functions
- Automatic Operation: Day and time project planning
- Manage the routing of calls to only available call handlers. These can work from any location (multiple contact centres, from home etc)
- Changeable Customer Announcements: inform your customers of their position in queue, wait times, current promotions or new products and services
- Voluntary Queue Breakouts; Queue Failure - Max Calls Exceeded, Max Timeout Exceeded, No Agents Logged In, All Queue Breakouts and Failures.
- Comprehensive MI Reports: show operational effectiveness in real time -
Gather important statistics\agent statistics about the activity on the queue like ACD call connection information; connection failure information when the agent is engaged, does not answer, or is away
- Increase overall capacity: with additional in-queue service options, call-back facility, Internal and external call transfer and Call conferencing
Benefits to Customer
- Relationship building – call history data popped to agent screen by CTI thereby creating a more positive customer experience
- Better 1st call resolution with calls routed to the most appropriate person to assist with their call
- Comprehensive Administration Manage operations from a single configurable, real time interface that provides second-by-second control
- Comprehensive Reports Access to online data elements that intuitively reveal operational effectiveness
Benefits to company
- Cost-effective way to have ACD services: deploy people independent of location especially for multi-sites on a risk/reward pay as you use pricing basis.
- Maintain a comprehensive ‘up to the second’ and historical view of campaign performance: by effectively managing and reporting on every customer contact
- real time alerts: allows changes to contact centre strategy based on SLA’s and abandon rates
- Developing staff skills - complete CRM integration permits fostering of knowledgeable, and the creation of service-oriented customer care people.
Key phrase (no times appears in content) – Google searches in last year – AdWords competition
Existing phrases (appear 3 or more times in text):
ACD (10) - 14,800
real time (7) - 1,220,000
contact centre (5) – 40,500
acd system (4) – 320
skill set (3) - 2,400
incoming calls (3) - 4,400
automatic call (3) - 590
call distribution (3) - 390
automatic call distribution (3) - 170
agents (5) - 11,100,000