Utilize a Management Information system (MIS), which provides for real-time monitoring of calls and agents as well as managing analytical data and reports.įEATURES AND BENEFITS OF INBUILD ACD SYSTEM ON NEC UNIVERGE SV 9100 VOICE SERVER.Incorporate waiting messages with information about approximate waiting time and a company promotional message.It is usual that after a predetermined waiting time calls can overflow to other groups, agents, voice mail, reception, an outside number, a networked system or elsewhere to assure a customer service response as quick as possible. Effectively handle incoming calls – by distributing calls on “fair basis” or a skilled routing basis, with priority to serve the caller as soon as possible.

The majority of other ACD systems come priced per seat – meaning that each additional seat/agent requires an additional license. Licenses are offered as a single unit for 64 ACD groups and up to 512 agents, with no extra cost per seat – ever. The system is very flexible and is an excellent value. In build ACD (requires license) is a very capable call distribution system and is very often overlooked due to an assumption that because it is integral and very inexpensive it is not flexible. NEC UNIVERGE SV9100 voice servers have built in flexible and extremely cost effective ACD system software, also known as call queuing software and call center software.Īs always, I will present it from a practical point of view easily understandable and to the point.

The new NEC SV9100 Series ACD can handle high call volumes with a minimum number of resources while reducing caller hold time and distributing call volume evenly among employees. What is an Automatic Call Distribution (ACD) system – also known as call centre software, queuing software or a queuing systemĪCD distributes incoming calls to a specific group within the system.

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