OPEX Hosted Telephony Services

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ACD

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OPEX's distributed ACD (Automatic Call Distribution) service offers an intelligent routing or call queuing facility which can be deployed quickly and easily, thereby eliminating the need for expensive capital investment and specialist in-house IT skills.

How can ACD be used in General Business?

OPEX in-network ACD can be used in both green-field sites or established organisations that are experiencing growth or running specialist campaigns for limited periods of time. Services can be quickly expanded or scaled down depending upon the business demand, which makes this service ideal for small or large businesses alike.

How it works

OPEX ACD allows you to manage inbound calls by routing them based on criteria that you specify, for example:

  • Customer details
  • Skills of call takers
  • Dialled number (DNIS)/inbound caller number (CLI)
  • Other business rules - defined by you

All the functionality you would expect from a high-end ACD is provided to give you real-time campaign management and monitoring tools to simplify the process of managing and reporting in a multi-campaign environment. The service also provides overflow routing and re-routing based on queue statistics, multi-site routing and abandoned call retrieval.

Benefits and Features

  • The service is SIP (Session Initiation Protocol) and VoIP compatible
  • Full interoperation to traditional telephone infrastructure
  • Full 24/7 operational monitoring is provided
  • Professional advice during every element of the service set-up