CALL CENTER WORX ACD
ACD/MIS SOftware that WorX Hard for You
CallCenterWorX ACD (3.0) for the NEAX 2000 (Business Edition) and NEAX 2400 (Enterprise Edition) platforms, is comprised of Automatic Call Distribution (ACD) and Management Information System (MIS) modules that provide a flexible and customizable feature set for meeting specific Customer Contact Center business needs. The ACD module enables the customer to define call handling to process and route calls to designated agents. The MIS module offers access to real-time and historical data for maximizing agent productivity and assuring quality performance. This call routing and management information system is specially designed for servicing 10 to 120 call center agents on the Business edition and 25 to 1000 call center agents on the Enterprise edition. CallCenterWorX ACD (3.0) is configured through a Windows-based Graphical User Interface.
Automatic Call Distribution (ACD) is the mechanism that controls the flow of calls from customers to agents according to specific design. The ACD sub-system of CallCenterWorX supplements the call processing capabilities of the PBX platform. Call routing is designed to get each caller to the most appropriate agent to handle their call in the shortest time possible. Avoiding long wait times and getting the caller directly to someone who can handle their request or issue (without being transferred and having to repeat their situation and request) can have a substantial impact on customer satisfaction and agent efficiency.
Generically speaking, ACD systems facilitate the handling of a large volume of calls with a minimum number of resources while at the same time minimizing a caller’s wait for assistance. In a traditional call center implementation, CallCenterWorX answers the call, plays a message to the caller and puts the call in a pre-specified order in a queue of waiting calls for a particular group of agents. The next available agent in that group answers the queued calls in the specified order.
As each call progresses through the system, data is collected on the handling of the call which can then be translated into meaningful statistics. CallCenterWorX MIS which is the Management Information System (MIS) module bundled with CallCenterWorX ACD for Business uses these statistics to offer contact center managers and supervisors access to important real-time and historical data for maximizing agent productivity and assuring quality performance in handling incoming and outgoing call volume in the contact center. The MIS Status Screens (Real-Time Screens) provide color-coded, up-to-the-second views of agent and queue activity. Statistics on the call volume and the effectiveness of agents handling those calls are computed in real-time and are displayed for the current hour and day. These statistics are also used to generate reports in text or graphical format, to provide the data needed to make informed decisions concerning the management of the contact center.
The CallCenterWorX ACD for Enterprise users can purchase either CallCenterWorX MIS or Global Navigator/Network ACD for tracking their statistics.
Infolink, NEC’s CTI link for contact centers is also provided with all CallCenterWorX ACD systems (20 agents and above). This link provides detailed call information to external devices, such as CTI servers to supply advanced applications such as Call Back, Agent Screen Pops, Automatic rerouting of calls based on information input by the caller etc.
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