Hosted ACD
USAN's ACD is a customizable software platform that integrates with our unique switching infrastructure to manage outbound and inbound calls through a single, integrated environment supporting skill-based and computer telephony interface (CTI) routing, recording and quality monitoring in conjunction with available agents.
Calls are intelligently routed based on user-defined, service-management rules; agent skill sets; agent service pools; call priority; and other user-defined, service-management rules to centralized and/or geographically dispersed agents.
The ACD provides enterprises with the flexibility to meet unique call center requirements by delivering all the capabilities needed in a single, session initiation protocol (SIP) based voice over Internet protocol (VoIP) platform, regardless of whether a call is originated or terminated with time-division multiplexing (TDM).
USAN's ACD provides comprehensive call center capabilities, such as:
- Automatic, intelligent call distribution
- Unified administration for workflow and contact interactions
- Web interaction management including instant message and web chat-session-to-call escalation
- Email message management with queuing, prioritization, auto-response, reporting and more
- Superior workflow management to meet stringent and unique service quality requirements
- Enhanced information capture and retrieval
- IVR and Predictive Dialer integration
Enterprise benefits include:
- Increased customer satisfaction
- More up-sell and cross-sell opportunities
- Increased service agent productivity
- Maximized single-call resolution
- Increased agent utilization
- Increased call-handling capacity
- Decreased call abandonment
- Applied dynamic business rules across the enterprise
- Monitored contact center activity and historical and real-time performance data
- Geographically dispersed and/or centralized agent deployment
