Automatic Call Distributor (ACD) & Soft IP PBX

ACD Key Features

• CTI screen pops - ANI database lookups
• Dynamic routing - DNIS detection, skills-based routing, blended ACD - inbound integration with Amcat Predictive Dialler.
• Customer Self Service - IVR integrated with ACD
• Call Blending -Enhances customer service while reducing CSR staffing costs, click here for more information.
• Virtual Hold Queue - Amcat systems allow callers to avoid waiting in a hold queue. When a hold queue exists, customers can select the virtual feature, hang-up and when their turn arrives, the software calls back automatically.
• Service level alerts - Each alert can be configured to put out an audio alert on the Management Console(s), display an automatic visual alert on the Management Console(s), email an alert, or any combination of the above.
• Automatic operation via day and time project mapping - PBX type functionality for auto-receiving and routing. This feature includes:
  • Start/stop time and day map, based on DDI.
  • Receipt and distribution of calls to agent groups configured for the project at appropriate times.
  • Automatic routing of available agents to active projects.
  • Automatic ‘out of hours’ message for inbound queues.
  • Automatic distribution to voice mail systems.
  • No supervisor intervention required once the project has been configured.
• Comprehensive inbound reporting - Real-time statistics such as resources, length of time-in-queue, Web-based ‘anywhere’ reporting click here. 
• Call handling features - Custom recorded digital messages per project, call overflow, internal and external call transfer, call conferencing, unlimited number of inbound, outbound or blended projects.
• Integration available with standard PBXs.
• Remote agents

Soft PBX Customer Contact Systems

• Allows call centres to extend customer contact to every person in the company with an IP business phone system.
• Integrated with call centre capabilities for enterprise wide customer contact and improved CRM.
• VoIP PBX supports distributed call centre environments and and remote agents.
• Enterprise routing of voice and data.

Achievable Benefits

• Maximised staff resources - The system can be configured to determine the agent groups best able to handle specific types of calls.
• Prioritised contact handling - Contact queues can be prioritised with your highest rated or skilled agents while also managing hold times during busy times of day.
• Reduced operational expenses - Reduced hold times, better service, lower long distance charges through more efficient call routing and service level management.
• Customer self service - The Amcat IVR, when used with the ACD, provides customer self service programmes such as automatic database lookups to increase contact centre efficiency and productivity while providing valuable customer services.
• Improved customer experience: CTI screen pops allow agents to view critical customer data. The desktop retains the customer's data and agent's notes throughout the customer contact.
• Improved customer interaction - Features such as Virtual Hold Queue and IVR software integration empower the customer and improve their overall experience.