Service Description
Drishti’s Automatic Call Distributor (ACD), is a technologically superior and intelligent solution for incoming call traffic management and load distribution. Capable of managing high volume traffic, it dexterously organizes calls via efficient queue management, skill and priority management and sound agent allocation. It is pre-integrated with the IVR solution, but can also be deployed in conjunction with another IVR solution.
A central component of the inbound solution, the ACD manages calls, queue management, skill definition, prioritization, agent groups, logging and reporting. One of the distinguishing features of this solution is its ability to work in a centralized, as well as a distributed setup (VoIP or TDM).
If you need to manage your agents and offices across the country from one location, our solution is the right one for you. With unlimited capability for customizations, skill-based routing, robust call queuing and intelligent client servicing, the ACD solution is perfect for offices that are looking for low infrastructure investments and high returns. Additionally, you can avail advanced voice logging and reporting capabilities for performance management and analysis, training, data gathering and quality assurance.
Features:
• Comes with multimedia integration (Web, Email, Chat, SMS).
• Allows priority-routing and skill-based routing, ensuring maximum clients satisfaction.
• Provides easy interface for integration with any kind of database.
• Allows multi-party conference, screen transfer, IVR conference, call hold, call forwarding and other facilities.
• Comes with call logging policy as per the specific requirements.
• Option of flexible reporting that enables it to deliver any kind of report required by the call center.
