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When your customers call, they need answers and expect to be
directed to an agent who canhelp them right away. Since every call is
a revenue-generating opportunity, proper call management is vital. Your
TRIAD Telephone System, combined with the TRIAD ACD system software, can
help you provide outstanding service. The TRIAD ACD system software not
only lets you route calls by product line, services or skill set, it also
allows managers to customize call routing, select agents and delineate
critical call activity as situations arise. With TRIAD, your call routing
options are endless. Another revenue- generating feature of the ACD software
for TRIAD Systems is the Delayed Sequencing feature, which informs callers
of upcoming sales and promotions via synchronized, pre-recorded messages
while on hold. With this level of call distribution and management power,
you will need a tool to gather and evaluate statistical data to help manage
your call center. For this, we offer Discovery ACDPlus.
 you need to be
one step ahead of your customers and your competition. With Discovery
ACDPlus, your telecommunications system can give your business the competitive
edge it needs. Whether your call center employs a team of 2 or 252, operating
your call center at optimum efficiency is essential. The only way to achieve
the highest level of service is with an MIS reporting package capable
of helping you increase sales, service and productivity, as well as reduce
operating expenses, number of abandoned calls and the time callers spend
in queue. What you need is Discovery ACDPlus.
is Windows-based software designed to seamlessly integrate
with any TRIAD Digital Telephone System. This management tool consolidates
all call center activities, ensuring supervisors have up-to-the-minute
information needed for effective decision making. An extensive set of
user-configurable windows display real-time information. Discovery ACDPlus
also simplifies visuals with color coding. At a glance, management can
view agent status, call queue, longest wait time, calls answered and calls
abandoned. Performance summaries are also available for lines, agents
and groups. This data generates reports that identify trends, which can
help supervisors effectively manage call center activity to enhance productivity
and improve customer service. The extensive flexibility of Discovery ACDPlus
allows supervisors to customize their real-time screen to display information
as needed. In addition, audible and visual alarm thresholds can be configured
to alert managers of specific situations that need immediate attention.
offers dozens of report templates that measure inbound
and outbound call activity. These reports are designed to provide sufficient
information to measure and improve performance. For example, call volume,
handling time, service levels and staff requirements can be analyzed.
In addition, Discovery ACDPlus can examine workload trends and compare
staff availability to actual needs. Plus, unlimited historical data can
be used to forecast future trends. Reports may be customized to display
the specific information you need by simply selecting the parameters and
desired timeframe. Discovery ACDPlus is flexible in that it also supports
account-coding systems, allowing agents to enter the account codes describing
the nature of the call in progress. Account codes may be up to 4 digits,
and as many as 20 account codes may be entered per call. Reports can even
be scheduled to run automatically, which will save time and effort. Discovery
ACDPlus allows you to tap into a wealth of information about your call
center to help you analyze your center’s efficiency and make sound
management decisions.
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supports both LAN and
traditional wallboards, which allow supervisors to accurately monitor
agent performance and display real-time performance statistics on
each agent’s monitor. A single supervisor may drive up to
6 traditional wallboards simultaneously – each wallboard displays
different real-time data to call center agents. Several wallboard
templates are available to assist with defining the data you wish
to display, as well as the position and text of any labels. A template
can also define the contents of a scrolling message. You may create
as many templates as necessary, and wallboards can be configured
and scheduled to coincide with various shifts. Another wallboard
option is to incorporate audible and visual alarms that alert supervisors
when specified parameters exceed acceptable limits, such as excessive
call loads, long hold times and a large number of calls in queue.
Unlike traditional wallboards, inView (LAN) wallboard support is
unlimited. The inView wallboard feature is a network application
also used to display performance information and agent/extension
status on a network PC. One supervisor can drive as many inView
wallboards as needed, and each wallboard can be configured to display
two information views: wallboard view and status view. On a wallboard-view
configuration, the user can view up to eight key performance parameters.
The status-view option allows the user to view the status of agents/extensions
within a selected group. This view can be used to allow agents and
managers to see when they can transfer calls.
call center management
has never been easier. The Discovery ACDPlus “Configurator”
requires no special programming skills. This configuration database
defines what lines, extensions, agents and corresponding groups
are to be monitored by the system. A Windows-based interface makes
all Discovery ACDPlus screens easy to configure and use. To assist
with troubleshooting, Discovery ACDPlus provides 24-hour access
to a comprehensive, on-line help system, which offers immediate
assistance with the specific screen you are having difficulty with.
Another convenient feature is the Discovery ACDPlus password protection,
which prevents unauthorized changes to your system. Reduce Call
Center Costs Since 75 percent of call center expenses are linked
to staffing, it’s important to employ the correct number of
agents to achieve the defined service and satisfaction levels. The
data and reports generated by Discovery ACDPlus will help you identify
the busiest and quietest periods during the day, week, month and
year, so you may staff appropriately to meet call demands. Making
minor staffing adjustments can not only lower costs, but will most
likely improve agent productivity, often resulting in increased
sales.
for integrating communications applications.
The integration of Discovery ACDPlus with the TRIAD System provides
a wealth of valuable information – a result of the broad feature
set and powerful, high-level, reporting package. Add to this the
convenience of integrating desktop computer telephony with DiscoveryDesktop;
the possibilities are endless. Voice messaging is also key. Vodavi
offers Digital Dispatch, a digitally integrated, self-contained,
voice-processing system that delivers large capabilities in a compact,
economical package. Or add PathFinder, a Windows NT-based voice-processing
solution for voicemail, auto attendant, unified messaging, Internet
faxing, Internet networking and IVR applications. All Vodavi systems
are designed to prevent missing a single revenue-generating opportunity.
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