Automatic Call Distribution (ACD)

DCustomer service, publicity campaigns, helpdesk; regardless of your industry, DialTek allows you to treat your calls by optimizing response times. The ability to answer calls immediately by playing a personalized greeting and bypassing ring tones allows you to take control of the call as soon as it arrives. Queue management provides features to enhance the call experience: prompt your callers with an estimated queue time, personalized campaign messages while they wait; all considerably reducing abandon rates. Five inbound abandonment solutions are available to enhance your inbound call management: automatic call back, voice mail, rerouting, interactive voice response (IVR) or play a specific message. These overflow/abandon solutions provide an intelligent way to manage and control your high volume peaks, allowing you to handle your calls more efficiently and effectively.

With an integrated and native CTI link, the script will pop on the agent screen as soon as the call is received. The CTI link and the scripting tools provide the proper information related to the clients record based on the contacts telephone number.

DialTek ACD features include:

• User friendly interface for managing your agents, coordinated voice and screen pop
• route calls by: originating number, dialed number, specific marketing programs, time of day, day of the week, or weekends and holidays, etc.
• No or limited station-costs for expansion
• Seamless integration of multi-locations or work at home agents
• Integration with existing CPE, database and networks
• Call transfers, monitoring (passive, active, coaching) and recording
• Management console for measuring real-time: multiple programs, agent availability, call queues, etc.
• Standard and custom reports
• Customized agent scripting engines