communications system with virtually no busy signals,
caller delays, or abandoned calls. Callers are automatically routed to
your agents, and the workload is evenly distributed. Supervisors can see
real-time status displays or view reports of call activity. As a result,
your business is more productive and efficient. And you can even offer
services that obviously differentiate you from your competitors. But best
of all, the return on investment is fast. And it's all made possible by
the Millennium's inherent Automatic Call Distribution (ACD) capabilities
combined with the Real Time ACD application.
call center capabilities for almost any size business. You can now have
a powerful ACD system that routes calls based on who's calling and who's
available or who's qualified to take the call. The benefits of a Millennium
ACD environment are easily cost justified - even with only a few people
to handle your inbound calls. So, even with a small budget, your company
doesn't have to seem small to your customers. With the addition of a Millennium
CTI Server, ACD capabilities can extend to the agent's PC.
enables you to
maintain an efficient and productive call center. Features include...
Advanced Call Routing - Routing plans can
determine the destination of a call based on a variety of factors,
-agent availability and qualifications
-calling party or called party information,
including whether the call includes information digits
that disqualify it for routing to your ACD
-queue statistics, such as number of queued
callers and the length of the longest queued call
Music-on-Hold Capability - Callers in queue can be played music
and recorded messages that encourage them to hold until an agent
is available, allowing you to present a courteous and professional
image to customers.
Support for Remote Agents - Off-premises agents can log in
and log out, or on-site supervisors can log a remote agent on
or off. Performance statistics are gathered as for local agents,
and remote agents can be monitored through Real Time ACD. Further,
this feature can be used with networked Millenniums enabling
agents in a remote system to log into a group in the hub system.
Quick and Accurate Reporting - With Real Time ACD, customizable
reports are available in both graph and text versions.
Sophisticated Agent Monitoring Capabilities - With Real Time
ACD, the supervisor's computer screen provides current data
on agent activities.
The benefits of the Millennium ACD environment include...
Improved Customer Satisfaction - Distribution of calls to
the agent or group most capable of handling the inquiry and
providing music and messages on hold demonstrate your respect
for the customer's time and concern for the customer's needs.
Reduced Costs - Efficient call distribution reduces call time,
always a concern when customers are calling your toll-free
Decreased Distraction - When employees are immediately available
to callers, the distraction caused by overhead paging is reduced
to a minimum.
Improved Supervisory Functions - Real Time ACD gives supervisors
a powerful tool for tracking agent productivity.