NETWORK ACD
The Ideal Route to Multi-site ACD Productivity
Network ACD is a feature of Global Navigator that routes call traffic across a network of NEAX systems, allowing organizations to standardize contact center operations across multiple satellite locations. Network ACD can utilize private or public facilities to queue, route and reroute calls. Regardless of distance or location, routing is always transparent to the caller, while enabling the contact center to expand coverage and balance calls between sites. Network ACD is an optional feature of the Global Navigator MIS Application. It enables contact centers to network multiple NEAX systems together (including combinations of CallCenterWorX-Business and CallCenterWorX-Enterprise systems) and combine their resources to work collectively as one contact center.
Network ACD controls the transfer of the calls throughout the ACD network, monitors incoming call patterns, generates call activity reports and determines which calls are eligible for rerouting. Statistics from multiple sites (50 nodes/sites) can be monitored and calls may be routed in an “interflow” arrangement between the various locations.
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