Take control and cut costs with IP voice services

Call Centre ACD

The IPVS Call Centre ACD provides an integrated solution for managing customer contacts with all the benefits of the IPVS platform. A businesses solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a call centre anywhere; with no hardware, software, or major infrastructure capital expenditures

Virtual Call Centre

With unified front-end provisioning for administration of the Call Centre's requirements and the agent workforce, IPVS supports multiple individual Call Centres as well as a distributed multi-site Call Centre to act as a single 'Virtual Call Centre', regardless of geographic location of the individual agents. Reducing operational costs and an improved caller experience for the customer.

Call Centre ACD

Key Features

  • Automatic Call Distributor (ACD): Intelligent call distribution and queuing.
  • Add an Auto Attendant:
     Enhance your call Centre with Interactive Voice response (IVR) and custom announcements.
  • Music On Hold and Comfort Announcements:
     Callers are provided with a greeting followed by music or advertisements and periodic comfort announcements in audio format.
  • Unified Front End Web Portal Provisioning:
     Single point of Entry for provisioning all IPVS features including Call Centre.

Summary

IPVS Call Centre ACD delivers a Call Centre function especially designed for the small and medium enterprise (SME) market. Integrated with the IPVS platform, IPVS Call Centre ACD simplifies service provisioning, eases adoption, and speeds up service rollout. All without the burden of customer premises equipment.

 Call Centre ACD supports traditional call centre features:-

  • Overflow:
    Incoming calls can be forwarded to an overflow phone number when queue limit is reached.
  • Agent Availability:
    Calls are only presented to agents who are available, Agents already engaged in a call are marked 'busy' and not presented with additional calls.
  • Call Distribution:
    Choice of several intelligent Call Distribution routing policies to suit the customer's individual business needs and the agent's skill levels.
  • Statistics:
     A CSV file of basic Agent and Call Centre call statistics can be emailed on a daily basis.

Key Benefits

  • Improve Customer Service:
     Ensure all incoming calls are serviced efficiently under any network condition and at any time
  • Create Virtual Call Centres:
     Establish call centres anywhere in the world with PCs and a broadband connection-without the need for additional hardware, PC-resident software, or traditional phone lines
  • Minimize Costs:
     Provide the option for agents to work remotely with access to all call features- offering a smart way to increase staff without renting office space
  • Disaster Recovery:
     With the Remote Office User feature applied to the Agents, call centre staff are able to answer calls from any location with a landline or mobile phone when the office is inaccessible.
  • Manage Calls Effectively:
     Choose from a range of call distribution policies including skills-based call distribution 

Downloads/Links