Maintaining commuinications in a fast-paced and busy call center can prove to be challanging. There are many key areas that need to work smoothly to ensure your calls continue under any circumstance. ACI's robust voice network handles hundreds of thousands of calls daily and our specialized call center solutions will prove invaluable!
Maintaining commuinications in a fast-paced and busy call center can prove to be challanging. There are many key areas that need to work smoothly to ensure your calls continue under any circumstance. ACI's robust voice network handles hundreds of thousands of calls daily and our specialized call center solutions will prove invaluable!
ACI's call center application delivers a comprehensive solution with many sophisticated features and functionality that is not found in other voice and call center packages. The many features provided by ACI's callcenter applications / solutions allow you to maximize your manpower, minimize problems, and facilitate a much better calling experience for your clients.
In the past, call centers were nearly impossible to manage for the average person. ACI takes the guess work out the equation, and provides personalized and direct service, allowing you to quickly and easily get up and running, or make changes with little to no technical knowledge. Upon ordering, you gain access into ACI's specialized engineering and provisioning team to determine exactly what it is you require, and what will best suit your needs. Our staff will work with you to exceed your goals, also showing you new and innovative ways to handle your incoming calls.
Scalability & Cost Savings
With minimal upfront capital costs and the ability to add and remove users as required, clients will see dramatic cost savings on a monthly basis. This ability is monumental in a call center environment, as you can easily expand or contract your telecommunications in relation to your staffing needs. No longer will you be paying for lines and users you do not require in the system.
Automatic Call Distribution (ACD)
One of the key aspects to a successful call center is the ability to route calls effectively to the right staff. ACI's call center solutions allow for both simple and comprehensive IVR setups to be instituted as required. In many cases, multiple calling queues (where calls can hold) may be setup, where they will be answered by the next available agent with the correct skills. Flexibility is in place to allow agents to be a part of multiple incoming call queues, bi-lingual call options, and much more.
Queuing
Never let your clients hear a busy signal or not have someone pickup ever again. ACI's queueing system ensures that all calls are answered immediately by your auto-attendant system, and then placed into a queue where calls may be answered in a variety of orders, best suited to your needs. This ensures quick responce times, the end of missed calls, and better client services.
Monitoring & Agent Supervision Reporting
Ensuring your callers are provided a quality experience by your operators is critical. Specialty features in our call center application allow supervisors to actively monitor lines within their call center discreetly. The "whisper" functionality allows supervisors to engage in a 3 way style conference, with the agent, themselves and the calling party, however provide guidance, insight and assistance to the agent without the calling party being privy to this information. In other cases the "barge" function allows supervisors to actively engage in the conversation with both the agent and the calling party.
Reporting
ACI's call center solutions integreates the ability to closely report against your call center's incoming calls in a wide variety of ways so you may visualize and further optimize your employees and call flow. A comprehensive web portal is provided for real-time analysis and tracking of incoing calls, hold times, calls in queue, and many additional features. Accessible anywhere worldwide, the secure portal can offer insight into your businesses' operations, even when you are not at the office.
Call Center Solution Benefits :
- Scalability to ensure maximum cost savings
- Automatic call distribution, ensuring calls are answered quickly
- Extensive queueing options to maximize your call center efficiency
- Specialty features enabled, such as "monitoring", "whisper" and "barge"
- Precise reporting in both real-time and historically
- Changes can be made quickly and easily as required
- 24/7/365 emergency support available
24/7 Support & Network Operations Control
ACI is extremely proud to provide a 24/7/365 Network Operations center that is always on call for your emergency needs. The ACI NOC team is highly trained and specialize in mission critical emergency situations that require precise handling and exceptional attention to detail. ACI is proud to provide 100% Canadian based network services from our Downtown Toronto, ON location at 156 Front St West. Great pride is taken in ensuring your are provided with AAA Class support around the clock
