SpeakEasy ACD

The SpeakEasy ACD product quickly and effectively handles your inbound telephone call distribution.

The key to any successful call centre is the effective routing of inbound calls. Using digital telephony, SpeakEasy ACD can route calls to any agent or group of agents dependent on:

DDI - the number the caller dialled

CLI - the calling line identity

Day of week or time of day

Results of database interrogation

Additionally, individual calls can be:

· Intercepted and routed to a specific group, i.e. ‘skillset’ routing

· Given priority treatment and placed at the head of a queue or
  routed directly to specific agent(s)

Features

· Interaction with callers and effective call routing, optimising the
  performance of your call centre’s agents

· Integration to your database with intelligent routing or real-time
  information to callers on a self-service basis

· Easily accessible information on call volumes, peak traffic periods,
  caller preferences and agent performance

· SpeakEasy ACD can connect to most PBX’s and corporate LANs to
  provide leading edge Automatic Call Distribution (ACD) solutions.

Benefits

· Intelligent call routing optimises the effectiveness of the agents in
  your call centre and provides callers with the best possible levels of
  service

· Offers integration into your databases for caller ‘self service’
  enquiries

· Comprehensive multi level administration and statistics

· Supervisory overview of agents, their status and performance

· Advanced ‘rules based’ monitoring of queues allows a supervisor to
  be alerted to exceptional conditions

· Extremely cost effective solution for call centres

· Reports on callers who ‘hung up’, reporting their number, time of
  call and which service they were waiting for

· On overflow conditions callers can opt to leave a message and be
  called back, potentially reducing call charges on 0800 or local rate
  lines into the call centre

· Integrates to PBX’s on DPNSS and provides a more flexible ACD
  package than the switch vendor offering

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