Contact Center Solutions
UNIVERGE InACD
The UNIVERGE SV8000 Series ACD facilitates the handling of high call volume with a minimum number of resources. It reduces caller hold time and distributes call volume evenly among employees. Callers are given the option of either immediately leaving a message for agent callback or holding for an agent. Those who wish to hold hear initial and repeating announcements encouraging them to remain in the call queue. This prevents callers from hanging-up and reduces lost calls thereby helping to improve employee efficiency and streamline staffing.
The PC-Based Supervisor with Reports feature can be used for agent scheduling, business analysis and improvement of scheduling efficiency. The reporting package features an easy-to-use PC interface for compiling, analyzing and managing information. This convergence of technology and communication positions the SV8000 Series ACD as a key element of NEC UNIVERGE360 approach.
InACD BENEFITS
Embedded ACD for the UNIVERGE SV8100
Designed specifically to work on NEC‚Äôs UNIVERGE SV8100, the embedded ACD‚ unique integration is the result of a voice processing system merging with a communication system. This seamless integration makes the SV8000 Series ACD easy to program and maintain.
Intelligent customer service
Boost customer service and agent productivity by routing calls based upon which inbound line a call is received, what line has the longest idle and the time of day the call is received. Users can also provide select customers with a special incoming line to call.
Real-time desktop interface display
Real-time display provides a simulated wallboard. It instantly provides supervisors with both queue threshold and agent information on their PCs. Supervisors and authorized agents can use the agent desktop GUI to text message important information to agents or groups. Instant information improves agent performance and reduces training time without increasing business costs.
Valuable information at your fingertips
Agents and supervisors can retrieve statistical information from the SV8000 Series ACD by simply pressing a telephone button. When queued callers or caller hold times exceed a pre-determined threshold, the system automatically sends alerts to agents’ and supervisors’ telephone displays. Additionally, the wide range of user-defined reports provided by the SV8000 Series ACD can be scheduled or printed on demand in graph or text format.
Enhanced efficiency
The SV8000 Series ACD can be configured to enable callers waiting in queue to dial another extension, ACD Group, or voice mail box during message playback. Callers presented with customized choices tend to be more satisfied with the level of service received.
