STRATA ACD:
Call Center Capabilities

•  From automated call processing to specialized reports, Strata CIX670 provides all the tools you need to effectively manage your call center. With its server-based Automatic Call Distribution (ACD) features, the Strata CIX670 system lets you effectively allocate inbound calls among your call-handling agents. Strata CIX670’s flexible ACD solutions enable your employees to focus on performing productive tasks and providing excellent customer service.

•  Advanced Call Routing routes calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user entered data, providing maximum flexibility.

•  Skills-based Routing sends calls to the most appropriate employees. Calls can be routed to certain agents, based on the caller’s input and agent capabilities. Calls can also be routed into different groups according to Dialed Number Identification Service (DNIS), CO line, or Auto Attendant routing. With the capability of agents to log into multiple groups, calls can be routed to different agents based upon skills needed for each specific call.

•  If all agents are busy, calls to an ACD group are queued to wait for the first available agent in the group. While waiting, callers hear programmed announcements or music, encouraging them to remain on hold. This gives you an opportunity to provide valuable information to callers while they’re waiting.

•  Priority Queuing enables higher-priority calls to be answered sooner than low-priority calls. ACD calls can optionally be tagged with a priority number before they are placed into the ACD group queue. The priority number assigned to the call determines where the call is placed in queue.

•  If there are multiple ACD Groups, each group can have a separate music source and different announcements, providing the specific information you want callers to hear. When the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to another ACD group or destination, ensuring that someone will assist callers even when no one in the primary group is available.

•  Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This assures back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.

•  Agent Priority Routing enables you to expand the agent pool when call volume gets heavy. You can expand the group based on agent priority levels. When all agents are busy at one level, calls are automatically distributed to agents at the next level.

•  Intelligent Announcements play pre-recorded messages and inform holding callers of their place in queue or estimated time before answer. These announcements also offer alternative options like leaving a voice mail message or invoking a call-back reservation.

•  The Interactive Voice Response (IVR) Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities. The IVR Voice Assistant application can be used as a stand-alone product and/or as an IVR component of the ACD application. For example, you can use an IVR port to page agents, instructing them to log in to an ACD queue. Other useful functions include playing menus and acting on response, and prompting various caller actions. The IVR Voice Assistant can also be used to provide low-cost text-to-speech capabilities.

•  ACD capabilities also allow supervisory stations to offer call assistance to ACD agents, and to monitor agent calls. This is very useful for training, performance evaluation, and providing second-level assistance.

•  Call Center reports enable you to analyze agents’ performance, call center group activity, and system status. You can also forecast future call-center staffing requirements by analyzing call volume patterns. Create, display, and print your own customized reports to meet your specific needs by selecting from over 100 data elements. Choose the time period you need, and print reports on demand or at scheduled times. Enhance your management effectiveness by exporting data into your other applications or databases. This enables you to integrate call center data with your other information-systems data.