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IPitomy’s ACD leverages all the advantages of IP to maximize user productivity and ensure callers experience the ultimate in customer service … both of which translate into improved business performance and an optimal ROI.
Coupled with simple and intuitive administration and user interfaces, IPitomy’s ACD is flexible enough to support the sophisticated applications necessary for streamlined, efficient and cost effective call handling:
- Virtual call centers – utilize the best agents regardless of where they are … at home or in different geographic or branch office locations
- Skills-based routing – match the caller’s needs to the available agent best suited to handle the call
- Multiple queue assignments – increase productivity and capacity by equipping agents with the information they need to effectively handle a variety of call types
- Overflow & load balancing – respond to fluctuations in call volume by automatically enlisting additional agents or groups when user-defined thresholds are breached
IP ADVANTAGES IN THE CALL CENTER
IPitomy’s IP PBX with ACD makes the most of all that an open-standards, IP-based platform has to offer, including full support of affordable SIP-based trunking as well as traditional PSTN services. Among the benefits of implementing IPitomy’s IP PBX with ACD:
• Lower operating costs through
– Resource optimization
• Best agents regardless of location
• ‘Follow-the-sun’ coverage
• Centralized management
– Reduced network and toll costs
– No monthly fee associated with hosted/managed solutions
• Enhanced flexibility & scalability
• Simplified, easily accessible administration
– Browser-based
– Single integrated platform / solution
• Survivability
IPitomy’s open-standards based solution offers protection against obsolescence and enterprise-grade features at a fraction of the cost.
IPitomy’s support for SIP trunking means your business can take full advantage of lower cost telecommunications services and increased bandwidth.
Features
Whether you have a simple application with only a few call takers or a more complex call routing scenario with numerous agents, IPitomy’s ACD is an affordable, flexible and feature-rich solution:
· Unlimited call groups
· Unlimited IVR menus
· Queue-specific and customizable music- or announcements-on-hold
· Announce position in queue
· Announce estimated wait time
· Multiple ring strategies, e.g., ring all, round robin, fewest calls, least recently called
· One-touch call recording
· Supervisor features
o Listen and whisper
o Web-based administration
o Real time and historical reports
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