In today’s competitive environment, an efficient and well managed call center can be an invaluable tool. Telebroad's Automatic Call Distribution (ACD) applications puts a call center within easy reach of almost any business, allowing you to serve customers with maximum speed, efficiency and cost effectiveness.

Understandably, your customers expect their calls to be answered quickly and with a minimum of fuss; they do not want to be held in a long queue, or passed from department to department before a question is answered.  ACD software automates much of the process, ensuring a great customer experience, and enabling staff activities to be effectively managed.

Key features

Flexible Call Routing

Route incoming calls based on caller ID, DID number dialed, balanced call count, preferred agent treatment, agent priority, or make it dependent on time-of-day, day-of-week or (with Call Router) day-of-year, providing maximum flexibility.

Intelligent Queue Announcements

If all your agents are busy, calls to an ACD group are queued for the first available agent.  While waiting, callers are encouraged to remain on hold using music or recorded announcements – the latter allows you to provide valuable information while they’re waiting.

Interactive Call Announcements

When a customer calls into the organisation, you have the opportunity to collect important information before the call is put through. Eg. Account Details. This saves both the customer and agent time, increasing efficiency and customer satisfaction.

Priority Queuing

ACD calls can be tagged with a priority number before they are placed into the ACD group queue, allowing you to focus on answering higher-priority calls first.

Multiple Call Queues

You can set up multiple queues for different services or sales promotions, each with an individual announcement. Handling callers more efficiently and personally improves customer satisfaction, which in turn leads to increased loyalty and revenue.