Our flexible ACD solution provides you with all the latest features including:
- User friendly interface for managing your agents
- Call transfers, monitoring and recording
- Ability to quickly change route plans
- Easy to read and effective supervisor dashboard showing KPIs (agent availability, call queues, etc.)
- Standard and custom reports…providing the right data in the right format
- Customized integrations with back office or 3rd party database systems/networks as needed
- Agent scripting engines designed for optimal efficiency
Plus, we eliminated static allocation routing, so your callers will not sit in queue at one center while agents are available in others. We provide the tools to set up deeper real-time skill based routing across your network of all call center sites, home based agents or a single site. With Intelemedia, skills based routing in any call center is a snap.
Our solution also supports CTI screen pops. We provide the ANI or relevant IVR/Speech input to your next available highest performing agents, so they have the information they need to lower call duration and increase customer service. Route your calls quickly to best agents in all call centers and effectively track call center performance with a powerful hosted ACD solution from Intelemedia.
The depth of our feature set and flexibility of our system enables you to reach your call center’s maximum potential.
