Cloud Infotech’s innovative Automatic Call Distributor (ACD), enables sound inbound call management and intelligent load distribution. Its pre-integrated with the IVR, and can manage queues and perform skill-based routing, which ensuring callers are talking to right people without spending much of their precious time waiting for an available agent. The ACD can integrate with most third-party database such as MySQL, DB2, Oracle, among others. Reporting and performance management capabilities enable to view real-time data in top-down, graphical, hierarchical or plain text format for optimal resource allocation and process improvement, which in turn lead to higher revenue generation. The solution can be deployed for both localized, as well as distributed set-up with centralized administration for supervisors to manage caller queues efficiently from anywhere in the world.
Cloud Infotech's ACD solution is perfect for businesses having high call influx from multiple locations with a high ratio of customers looking for specific information. It enables unlimited capability to configure process specific components and define custom skills for agents and multiple IVR systems distributed across geographies can interface with a central ACD unit to direct calls to appropriate customer care centers. The ACD solution makes it easier to scale up your operations effortlessly and quickly, and with least infrastructure costs.
In general scenario, the number of inbound calls for any contact center is always more than the number of agents available, and it might happen in certain scenarios that some agents are overwhelmed with calls while others are idle. Cloud's ACD System (Automatic Call Distributor) manages inbound calls and routes them to all the available agents who are logged in to a system to ensure uniform call distribution across available agents and balanced load distribution across multiple office locations.
With features like multi-party conference, screen transfer, IVR conference, call hold, call forwarding and other facilities, exploit the rich feature set of Cloud Infotech's ACD. Boasting of highest up-time in the industry, the solution eliminates the single point of failure by implementing multiple levels of redundancy in the entire setup to provide business continuity.
With better caller management, play informative messages while customers are waiting in the queues. Alternate information on new products with music and provide estimated wait time, agent availability information, etc.
Ensure maximum client satisfaction with exceptional priority and skill-based routing features. Organize relevant queues with designated skills or attributes for agents, and define relationships between agent groups and call queues. Determine who should take the high priority calls!
Analyze productivity and performance via GUI, web-based, real-time reports. You can also export the reports to multiple formats (PDF, CSV) for easy readability.
Integrate with any third-party database using an easy interface. The ACD solution comes standard with PostGreSQL but can be integrated with Oracle, MySQL, DB2, or any other RDBMS seamlessly.