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Voice Management - Automatic Call Director (ACD)
Your business is unlike any other business out there. Shouldn't the way you handle your customers' suppliers' and business partners' phone calls reflect that?
Smoothstone ACD is a computerized telephone facility that routes incoming calls based on a collection of rules you help us create. It is not an inflexible, "off-the-shelf" package. We work with you understand how your business works and then build a truly custom ACD solution that best serves your needs.
You can base the rules governing how your custom ACD solution works on time of day, day of week, holiday and vacation schedules, DID availability, overall call volume to a particular location, the originating number of the inbound call, agent/users groups, queue length and more. Moreover, because our ACD solution is software, not hardware driven, we can change it for you, as your business needs change.
Smoothstone ACD will enhance your employees' productivity, increase responsiveness to your customers and enable more efficient call center staffing.
Examples:
- Calls to Boston routed to Charlotte when all Boston reps are busy.
- Calls to Richmond routed to St. Louis after 5 pm EST, to Denver after 6 pm EST, and to Los Angeles after
7 pm EST.
- Calls from key client routed to client's best sales person -- and then to her cell phone if she is not at her desk.
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Click on the thumbnail below to see the ACD Flow Diagram.
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Smoothstone ACD's suite of services:
- Agent/User Groups
- Application-Based Call Routing
- Auto Attendant Capability
- Conditional Routing
- Data Directed Call Routing
- Live Data Reporting
- Queue Information
- Messaging System
You manage Smoothstone ACD through a secure, Web portal interface. Below is an example of one of the
reporting screens.
Click on the thumbnail below to see Queue Stats Reporting Screen.
For more information about Smoothstone ACD, call 1.800.773.3037 or send an email to info@smoothstone.com.
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