Central Office Automatic Call Distribution Service (CO-ACD)

Central Office Automatic Call Distribution (CO-ACD)

This technology allows you to manage and track incoming calls effectively without wasting a lot of time or money. With CO-ACD, you’ll get an equal distribution of call volume to pre-designated groups of answering positions, known as agents. In short, CO-ACD streamlines this process, allowing you to answer your business' many calls.

Features

• Provides call centers with highly flexible call management, including allocating calls to secondary groups at specified call waiting thresholds.
• Helps you avoid long waiting times and blocked calls.
• Trims personnel costs by avoiding over-staffing to handle peak periods.
• Provides the ability to make dynamic changes in a flash.
• Can improve customer service by allowing certain calls to be assigned to specially selected agent groups.
• Can grow as your business grows, one line at a time. Since it is a Central Office-based system, it has the rugged reliability of the network.
• Let’s you keep pace with technological improvements.
• Gives you two lines up to thousands. CO-ACD is working in financial institutions, health care, universities, state government, help centers, information centers, hotlines and maintenance bureaus.
• CO-ACD can be used as the front end for modem pools, allowing for easy monitoring of modem performance and for the modem to go offline automatically if there is a problem.
• CO-ACD can be used in a telecommuting environment.

Special-Added Features:

• Know who's calling before you answer, right on your computer.
• Track and analyze phone usage, including local calls.
• Store and print up to 2,000 calls you make and receive from your call log.
• Develop your own personalized phone directory.
• Return missed calls with the click of your mouse.
• Know if you have voice mail messages without picking up the phone.
• Our newest offering: Monitor Partner.

CO-ACD includes the following products that offer detailed reporting options for improved planning and network management:

• Monitor Partner Network-based MIS system that provides real-time call center activity display, load management capability, and historical reporting. Allows you to have the critical management information needed to operate a call center without the investment in the hardware and software.
• Data Partner. If using CTI, a data partner link is needed to connect the switch to the host computer; this product is sold by Qwest.
• Report Partner.
• Compatible with Qwest’s total CTI product.