Allows for telephony to be integrated
with the support/call center application.
•PBX –
Private
Branch Exchange system
is the initial starting point for all calls into the support center. Allows
organizations to receive multiple phone calls at one time
•ACD –
Automatic
Call Distributor uses
intelligent routing to direct calls to the appropriate agent.
The Automatic Call Distributor (ACD), also referred to as the phone switch, provides the ability to route calls to the most appropriate customer service representative by matching specific types of calls to available representatives who have certain designated customer servicing skills. ACD software can be used to generate standard and customized reports for evaluating real-time and historical call statistics.
•IVR –
An Interactive
Voice
Response system
will
prompt customer/caller
for
reason for calling.
Interactive Voice Response (IVR), is used
to provide call prompting and self-service functions to customers using the
phone channel. Call prompting can be
used to identify the caller and type of request prior to call routing for more
effective service. Self-service options
allow the customer to perform relatively simple servicing tasks without
speaking to a customer service representative.
