Automated Call Distribution System

There are a few major function of an ACD system.

Firstly, the core function of the ACD system is to distribute calls in a certain pattern (even, longest idle, etc) to the agents who are available. More advanced systems can handle multiple skill sets, multiple groups and overlapping of an agent in more than one group. Related to this function is the ability for agents to login and out of his group or queue using an ID unique to the agent.

Secondly, reports showing performance of agents and behavior of callers are most often required by management to achieve the required service levels and call center resources.

Thirdly, most ACD systems include the ability for you to integrate the PBX to your Information System to allow for greater productivity like screen pop, click-to-dial, etc.

For simple call center operations that has budget constraints, one option is to purchase ACD systems that comes from the PBX vendor. These solutions are usually more affordable, but less flexible and limiting in expansion of functions.

We are presently working on a Contact Center System for Small Medium Businesses where it is easily deployed and integrated to your phone system (of any brand) using just normal analog extensions or digital trunks.