Virtual ACD

ACD (Automatic Caller Distribution) phones are utilized for distributing calls equally among call agents. An ACD system is very important in call centers or contact centers as it plays a vital part in handling customer care numbers because of the large number of calls that are received through these numbers. We can provide you with a cost effective phone system featuring Virtual ACD system. Our Virtual PBX ACD system guarantees call handling in a professional manner without keeping the callers in a call waiting.

Effective Solution to Manage Your Calls

We are AccessDirect, a leading provider of Hosted PBX system. This kind of phone system is implemented virtually through a dedicated connection. The ACD system is hence implemented virtually. Our virtual ACD system will manage calls effectively. It utilizes call queuing to handle different phone numbers. ACD queuing is a critical especially for call centers and customer care centers, and needs to be as strong and vigorous as possible to allow the utmost flexibility for your company. You can thus have different call agents assigned to individual call queues. Our virtual phone system enables you to monitor call and queue activity in real-time.

Virtual ACD with Advanced Features

Our Virtual ACD offers some very advanced features to maintain heavy call traffic. It distributes load equally. It keeps track of an agent’s last call duration since last received call, and directs the next call to the agent who has been longest time off the phone. In this system the first person on the list gets every call. If the agent doesn't answer the call, it is routed to the next person. Thus the load is balanced.

Another feature that you can implement through the virtual ACD is skills-based routing. You can assign employees with more skill rank to attend more calls. Our ACD system can be configured in such a manner that administrators can rank employees according to their work skill and can adjust the amount of calls they are handling. Call management can thus be improved. When a call arrives, the virtual ACD system will know the highest ranked agent and allow them to handle most number of calls.

Virtual ACD system is implemented through the auto attendant system. Our virtual PBX phone system features an auto attendant that boasts a very sophisticated caller interface. You may own a small business firm, but the sophisticated caller interface should make you seem big among your callers. Callers will be presented with an easy to use menu system via which they can choose the right extension. Once an extension is chosen, calls are distributed among the call agents through the Virtual ACD system.

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“Thanks for all your help. This is AMAZING! I'm able to keep tabs on three people using your system. If you ever need a customer reference, quote, etc., count me in. I'm a VERY happy customer!”

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Exchange Consultants

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