ACS's Call Center Solution

Whether your company has 5 employees or 5,000, you can give your customers the impression of a large, professional organization by using ACS's Call Center services.

Key Features

Call Center goes far beyond call routing, enabling

you to:

Empower your call center agents with fully-featured

Instant Messaging and Presence

Work seamlessly across multiple locations, and

even incorporate remote workers

 

Give your supervisors full visibility into the call

center’s performance with robust reporting

tools

 

Increase customer satisfaction with entrance

messages, comfort messages, and alternate

off-hours routing

Call Center allows you to distribute inbound calls from a central phone number to groups of agents. You’ll have the freedom to decide exactly how your calls are handled, even with multiple call centers. What’s more, thanks to the power of UCx, your agents won’t be tied to the main office — they can answer calls in the queue from branch locations or even at home.

 

ACS offers two Call Center bundles, both of which are completely customizable to meet your organization’s unique requirements.

UCx Agent Standard Call Center

ACS’s Standard Call Center is ideal for smaller organizations looking to implement a professional solution to managing inbound calls. It allows up to

50 queued calls, and comes with a full range of features – such as

Automatic Call Distribution (ACD), customization greetings, and reporting tools – designed to ease administration and enhance your customer’s experience.

 

UCx Agent Premium Call Center

Our Premium Call Center is ideal for organizations faced with the need to manage a large call volume. Its robust features, paired with outbound calling capability and a queue that can handle up to 525 calls, will give you the ability to quickly and efficiently handle all customer calls.

In addition, the following web-based clients can be added to either Call Center package to integrate advanced functionality:

 

Call Center Agent Client

The Call Center Agent Client puts the power of the call center at the fingertips of the agent. It allows the agent to join the call center, view inbound call and queue information, instant message and view presence state of contacts, set ACD state, escalate calls to the supervisor, and more.

 

Call Center Supervisor Client

The Call Center Supervisor Client gives the call center supervisor a full set of tools to more effectively manage the queue and their agents’ performance. Supervisors can directly manage queued calls, barge-in or silently monitor agents’ calls, manually enable Night Service or Forced Forwarding, and access detailed agent and queue activity reports.