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
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Call Center goes far beyond call routing, enabling
you to:
Empower your call center agents with fully-featured
Instant Messaging and Presence
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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.
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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.
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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.
