Business Contact Center

Customer experience is key to success. A big component of that is handling customer interactions quickly and efficiently. Training your employees can only take you so far. You also need technology solutions that can automate parts of the process. We offer options, ranging from hosted Automatic Call Distribution (ACD) to advanced, omnichannel Contact Center as a Service (CCaaS).

Automatic Call Distribution (ACD)

To be competitive in a digitally connected economy, your company must provide the best possible customer experiences at every touch point and especially when customers call in to place orders or get assistance. That’s true even if you have a small help desk or customer care environment. Our cloud-based Integrated Automatic Call Distribution (iACD) solution can help.

iACD provides routing and queuing with basic supervisory and agent features, making it ideal for companies that don’t require an advanced contact center solution, but need incoming calls handled quickly and efficiently.

Flawlessly Route Calls

Route incoming calls automatically, reducing incorrect transfers and disconnects common with manual operators.

Boost Customer Satisfaction

Route calls to the best-suited agent to improve chances of a first-call resolution, boosting customer satisfaction.

Improve Productivity

Automated call routing can speed connections and response time, improving agent productivity

Optimize Your Workforce

Identify opportunities to deploy your call center agents more effectively with activity reporting.

ACD Features

Routing

  • Multiple inbound DIDs
  • Multiple announcements
  • 6 call distribution methods
  • Zero out of queue

Management

  • Monitor, whisper, barge-in 
  • Customizable agent activity codes 
  • Customizable call disposition codes 
  • Agent dashboard 
  • Supervisor dashboard 

Productivity

  • UC integration
  • Multiple queue logins
  • Agent presence/chat
  • Automatic agent wrap-up
  • Call recording

Reporting

  • Scheduled reports 
  • Historical reports
  • Key metrics dashboard

Need to Streamline Call Handling?

Our iACD solution is ideal for companies that need to tackle their inbound customer calls. Plus, you can leverage integratin with our UCaaS platform. Ask us how.

Never Buy a Phone System Again

It's possible with our PBX and Unified Communications solution delivered as a cloud-based service. There's no upfront cost and continual upgrades are included in your monthly subscription.

New to the Community? We’re Here to Help

If you’re a new business in the Community, we’re excited you’re here! Welcome! We’re ready to help you get connected with the communications services you need.