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ACD Group
Automatic Call Distribution (ACD) system handles a large number of inbound calls by automatically sending those calls to the first available call agent within pre-defined groups of call agents and lining up excess calls when all call group members are busy. We, at AccessDirect, can provide your business with a phone system featuring ACD system. Ours is a hosted PBX system, hence can be implemented easily in a virtual manner using dedicated telephone or Internet connection. You can have phone system featuring ACD groups and caller queues. Our state-of-the-art phone system can help you deliver better customer care service.
An ACD Group represents a category of calls that requires efficient call handling. ACD groups will be formed in order to handle particular type of calls that arrives from business organizations, offices, etc. An ACD group is linked with a particular caller queue. Since incoming calls are classified, they will be diverted directly to queues that are associated with the appropriate ACD groups. The calls will then be handled by the next available call agents associated with the group.
Our ACD system can be used in combination with voice mailboxes, to create a preset voice menu system or voice greeting messages that can route numerous calls directly to the most appropriate call agent or group, according to the caller's menu choices. The ACD system also includes an information unit called call center management that can be used for monitoring, displaying and recording the activities of ACD groups. You can analyze both past and real-time reports of your ACD groups call flow, through our online web analysis tool.
In order to handle the calls in a more professional manner, ACD groups can be setup for a multi-tier support system. The ACD solutions we provide will help the call center administrators to rank their employees according to their work skill. Moreover, most of the calls arrived will be attended by the top ranked call agents. Callers will be routed to the ACD groups attached to the concerned department. Generally, the first tier of call groups can be assigned to take care of general queries. For more complex queries, callers will usually be routed to the second tier of call agents, which will comprise of skilled professionals and technical support employees. Our ACD system can be setup in the required order for optimum customer service.
A large number of calls are received constantly through these ACD phones. Since calls received will be handled in a proficient manner, we guarantee you that your callers can be converted into potential customers. Your callers will never get busy signals, since our phone system completely eliminate it by effectively utilizing the voice mail system. The call routing process occurs instantly without keeping the callers in queue. Our Hosted PBX phone has a feature-rich auto attendant system that utilizes the ACD technology to route calls to the right ACD group. Additionally, the auto attendant system will provide a world-class caller interface and menu system to give your company the much desired Fortune 500 image.
We are AccessDirect, a leading provider of PBX phone system (virtual/hosted). Our ACD system featuring ACD call groups will help your company manage calls in a better manner. Telephone us at 877-599-6500, and allow one of our
knowledgeable customer service representatives provide
you with a quote for your Small Business today.
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