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Gone are the days of expensive investments in costly hardware solutions. You can future-proof your investment with the inbound call center software suite offering all the essential functionality to meet today’s most demanding centers. Here you can get full information on call center inbound solution
A full-featured inbound ACD (Automatic Call Distribution) system rivaling leading stand-alone phone PBX's. Our ACD software includes a rich feature set of essential functionality including an advanced auto-attendant, unlimited ACD groups, roll-over ACD groups, skills-based routing, inbound screen-pops, intelligent call routing, inbound caller data capture, a voice mail module and much more.
Additionally, Stratasoft clients do not have to worry about costly CTI (Computer Telephony Integration) modules and programming. CTI is a standard out-of-the-box feature with allowing full customer screen pops and data lookup capabilities.
The following list highlights some of the key features of the inbound ACD system module.
Inbound ACD System Call Management
Enables full Automatic Call Distribution (ACD) functionality which is a common phone switch/PBX add-on module that processes inbound calls and evenly distributes them to awaiting agents. Using the Dialed Number Identification Service (DNIS), which is a telephone network service, the system can offer 'screen pops' of customer account information to awaiting agents. The inbound ACD system also provides an unlimited number of "Skills-Based" ACD groups and allows for up to 5 "overflow" groups per ACD. Additionally, like the rest of the call center software suite, agent "skills" follow the agent and aren't tied to a specific station.
IVR - Interactive Voice Response
IVR (Interactive Voice Response) functionality that enables call centers to automate routine inbound call tasks. For instance, automated message can be recorded and played to the inbound call like Press 1 for sales, Press 2 for service. IVR enables calls to be routed to the appropriate ACD group or party without human intervention. Inbound callers can also be prompted to enter digits in order to be properly identified and routed to the appropriate ACD group.
Multi-Campaign IVR and Automated Post-Call Processing
Multi-Campaign Inbound functionality is capable of handling an unlimited number of DNIS, while also capturing the customer phone number. Stratasoft clients can design a series of inbound IVR campaigns versus the one campaign inflexibility of many competitive systems.
Call Transfer (Agent, PBX, Outside ,)
Agents can transfer calls within the office through the soft switch or via an outside number to a different off-site location. An agent can transfer a call to another agent or supervisor for information verification, product sale or service assistance -- in the same office or across the country. Callers get the benefit of an immediate response and the agent is instantly available to take another call the moment the call is released. Many campaigns require an agent to conference and/or transfer a customer call off premises or to another location within the call center. system will enable you to seamlessly add third parties to calls and provide a simple way of quality controlling your calls.
Voice Mail {Optional Module}
The optional voice mail module with gives full voicemail access to agents as well as globally assigned voice mail boxes (Campaign 1, Campaign 2 etc.). Agents can be assigned extensions and they can also have personalized voice mail boxes. Agents can see voicemails in their box on their agent interface and can also access an intuitive Voice Mail Manager allowing agents to retrieve and archive their messages. Voice Mail messages are played back with the same phone or headset that they use to receive and make calls on the system. No additional hardware is required.
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