OPEX Hosting Telephony Services

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Automatic Call Distribution for Call Centres

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OPEX's distributed ACD (Automatic Call Distribution) service provides contact centres with 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.

Contact Centres are under continual pressure to handle ever increasing numbers of incoming calls with limited staff resource. Using OPEX in-network ACD system, agent status is monitored and calls distributed in the most effective manner. The process of balancing the incoming demand against availability results in a faster response to customers and fairer load distribution to agents.

Services can be quickly expanded or scaled down depending upon the business demand, which makes this application ideal for any sized contact centre.

How Hosted Automatic Call Distribution Works

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

  • Customer details
  • Skills of agents
  • 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