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The Automatic Call Distribution (ACD) capability provided via the IDS™ computer telephony switch is the tool which enables companies to achieve increased customer satisfaction and/or increased sales by efficiently routing incoming calls to agents best suited to the customers needs.

ACD capability fully integrated with a computer telephony switch

ACD features seamlessly integrate with all other IDS™ features. A key example is using Automated Attendant in conjunction with an ACD so callers can direct themselves to the most appropriate agent group.

Communications links (TAPI, TSAPI, CSTA) connect to LAN, PCs

The communications links provided by the IDS™ provide a powerful vehicle to maximizing call center efficiency by enabling users to operate TAPI/TSAPI software applications. These software applications enabled by the IDS™ switch will further maximize call center efficiencies by combining the power of your telephone system and computer into an integrated system. The ideal call center application is the ability to provide "screen pops" to a call center agent based on data such as Caller ID, or DNIS. The agent is provided significant data about a caller or a product or information that a caller would likely request before answering the call.

Evolves with your business needs in size and sophistication

The three versions of ACD and our Pricing by Agent philosophy allows your current call center needs to be matched while providing easy expansion through software only downloads. 

ACD capability is provided in three different versions designed to meet the specific requirements of your business:

The IDS™ ACD is designed to address the three critical elements of call centers:

Call Processing features Programmable Call Routing (First available, Programmable priority, Line Priority). Simultaneously search more than one group for available agent ACD Networking connects up to five remotely located call center sites (Requires sites to be connected via T-1 tie lines). Calls routed to different locations based on time of day using DID or DNIS information.

Real-time Information

All versions provide data for real-time display which enables supervisor to monitor call center status and troubleshoot problems.

Statistical Reports

Provides measures of call center effectiveness and provides tools to improve efficiency Monitors Agents, Agent Groups and Lines on call load and time Call Qualification coding for categorizing calls.

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