Key features

• Single point intuitive web-based administration
• Simple agent toolbar with performance indicators
• Multiple queues, each uniquely configurable
• Queue prioritisation and skill based routing
• Customisable completion codes and agent break reasons
• Real time monitoring, call tracking and historical reporting
• Soft wallboard and text messaging facility
• Remote agent support
• On demand voice recording for legal or training purposes
• Text to speech capability (Ability to speak a line of text to callers)

Intelligent routing
OfficeServ ACD Call Centre intelligently prioritises and manages all incoming calls by ensuring each customer is answered by the most appropriate skilled agent. Callers can also be routed to their preferred agent by applying rules on their caller line identification (CLI), direct dial inward (DDI), or by using custom announcement features to allow users to direct their call.

Anywhere administration\
ACD Supervisor uses the latest web technology to administer all aspects of your call centre. The easy to use interface makes setting up and managing call routing, queue settings, agent assignments and other system parameters a simple click of the mouse.

Live feedback
Whether you are the manager, team leader or agent, our dedicated wallboard, live web monitoring systems and personal agent performance indicators will constantly keep you up to date with real time call centre activity that is important to you.

Scaleable modular solution
Lets you choose components that match your operational and budgetary requirements, plus the flexibility to add more modules with additional functionality as and when required.

Call Recording
For security or quality control purposes, all calls taken via Agents can be recorded on demand and stored for retrieval and playback at a later date.

ACD Supervisor

Call Centre administration and maintenance is now simplified with ACD Supervisor’s intuitive user interface. Using web-based technology, the ACD Supervisor can be accessed from any location on the network to administer all aspects of your system. With a simple click of the mouse, systems settings can be viewed and changed in real time to proactively maintain service levels.

• Set up multiple queues with ease
• Increase agent productivity with call blending
• Live monitoring of queues and agent activity
• Full audit trail of all Supervisor changes

ACD Reporting

Similarly, ACD Reporting utilises web technology to deliver real time call centre statistics, queue service level and agent performance. Other added features include call tracking facility through caller information, graphical charts and real time service level indicators.

• Clear picture of call centre activity
• Provides a consistent level of service
• Export reports to Microsoft Excel format

ACD Agent

Call centre agents are presented with a simple ‘toolbar’ on their desktop PC allowing them to perform basic telephony functions as well as agent duties. The fully customisable toolbar provides complete functionality for agents, leaving the desktop clear for other business applications.

• Real time visibility of queuing and call activity
• Wrap up time and completion codes
• Informative screen pops appear when calls are received

Agents have the ability to log themselves out and select a reason for their absence. This is fully customisable and can be monitored upon using the ACD Reporting Application

Within the desktop view each agent has visibility of the queues they have been allocated to and statistics relating to those queues.

ACD Wallboard

Vital real time information for the call centre can be prominently displayed in customizable formats using the ACD Wallboard application. Supervisors have a simple snap-shot of call traffic and activity to evaluate the current performance of queues and agents. A typical wallboard might display the following information.

• Number of waiting calls
• Total inbound calls
• Abandoned Calls/Day
• Current wait time
• Logged in Agents
• Idle Agents
• Agent status

Thresholds can be set to provide early warning signals of potential service level issues.

OfficeServ Interactive Voice Response (IVR)

The OfficeServ IVR Application is a customisable voice announcement and voice messaging solution that can be used to play messages to callers and deliver the call to the appropriate destination depending on the caller’s selection.

When used with OfficeServ ACD Call Centre has the potential to reduce call abandonment rates, improve the customer call experience and increase marketing opportunities. OfficeServ IVR has text to speech (TTS) capability and can be programmed to play voice messages for auto attendant/in-queue messaging/out of hours message. It can also provide an alternative to waiting on hold, automation of routine enquiries and an extension of your businesses hours of operation.

The OfficeServ IVR can also be used as a stand alone application in conjunction with Samsung’s OfficeServ 7000