Products / Information
Virtual ACD Systems
Distribute Calls To Remote Agents
Virtual ACD Systems and IVR Software
Database Systems Corp. (DSC) provides phone systems that can automatically distribute calls to remote agents and work from home employees.
DSC provides automatic call distribution ACD systems for both small and large organizations. Our ACD system supports both analog and digital phone lines.
Automatic call distribution systems are the heart of inbound call centers. ACD systems are call routing programs for incoming calls and can be even used to route calls originated by our predictive dialer to the next available agent. Our phone systems come with a complete automatic call distribution system for call routing.
Our automatic call distribution system (ACDS) can route calls based on the dialed phone number (DNIS) and the time of day. This phone system comes complete with IVR ACD Integration. Our interactive voice response IVR system can intelligently route calls using complex conditional logic.
Contact DSC today. to learn more about our Virtual ACD phone answering systems and services.
Virtual Phone Systems from $8,995
DSC now offers an affordable and expandable analog phone system with IVR / ACD integration. This 4 line IVR system includes a turnkey IVR application or our optional IVR software toolkit.
You can program your own system or we can provide you with a custom IVR application. These applications can be easily ported to our digital T1 IVR system (PACER) when your call volume requires a larger system.
DSC provides Virtual IVR software including our IVR wizard development tool for creating virtual interactive voice response applications. This wizard guides you through each step when defining your IVR applications. Virtual ACD phone applications can be developed quickly. Simply record your phone prompts and fill in the blanks. Phone surveys can be put together in a logical and simple fashion.
What are Virtual ACD Systems?
A basic ACD system processes incoming telephone calls on a first come first serve basis. The system typically answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available acd call center agent. When an agent becomes available, the agent serves the first caller in this queue. However, the PACER does far more than simply process calls in sequence.
Our PACER (digital) and WIZARD (analog) ACD software manages multiple call queues, keeps a log of call group activity, and monitors call activity such as call queues, agents, and on hold times. Depending upon user defined business rules, our automatic call distribution systems create different processing paths for different callers.
Our Virtual ACD and IVR systems go one step further. Now calls can be routed to agents that are in remote locations or working from their homes. Now your call workforce can be greatly expanded!
However a call centeršs business rules may be configured, the ultimate goal should be to serve every caller quickly and efficiently to meet customer service expectations.
With our IVR solution, those who do wait in an ACD queue can be reassured with recorded announcements, music, or weather and news channel information using our Text To Speech Software. Thresholds can also be configured into the system to minimize delays and divert calls to alternative queues ensuring no person waits too long.
Virtual ACD Distributes Calls To Home Based Employees
An important benefit of today's telecommunication advancement is the ability for your employees to work from home. Database Systems Corp. has developed a family of telecom products that facilitate and promote this capability. Our ACD system, combined with the PACER call center phone system, fully supports remote agents. Now your workforce can be significantly expanded with the addition of work at home employees.
The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, you may view our Remote Agent page.
Virtual ACD Systems - Major Components
ACD software can be broken down into three different components.
Call processing features provide an ability to customize ACD systems configurations to meet an organization's unique requirements, handling high volumes of incoming calls, and finally distributing them to agents or devices. Our ACD Systems also support this distribution (both voice and data) to agents that are remote from the call center. (See Remote Agents).
Agent features are designed to ensure customers receive quality service by providing agents with a comprehensive and quickly accessible set of functions that best serve the current requirement. In short, functions are accessible where they make the most sense and are easily implemented by call center managers without programming knowledge.
Supervisor features enable administrative staff to monitor agents' work and provide agents with the support they need. Supervisors can access current status displays, as well as historical information collected by the system, in the day-to-day management of call center operations. Working in concert, the various ACD systems features not only save a call center time and money, but can help any organization generate new revenues by increasing customer satisfaction and encouraging repeat business.
Virtual ACD Reporting
- Time and skills-based call routing
- Abandoned caller ID information available
- Ad hoc available for complex reporting
- Export data to report writers (e.g. Crystal Reports)
- Export data to spread sheets (e.g. Excel)
- Route calls to remote agents with management and reporting
- Graphical, numerical , and historical reports
- Daily Summary by Hour by Agent
- Campaign ACD system statistics
- Agent Calls Taken
- Automatic Call Distributor calls in queue
- Real-time agent status, including current call state, number of calls taken
- Phone Activity Monitor (PAM)
Contact Database to learn more about our virtual acd systems with call routing with automatic call distribution.