Skip to main content

Integrated ACD

Harness the power of cloud-based integrated ACD

Contact Us

Integrated ACD (Automatic Call Distribution)
Integrated ACD is a cloud-based service that provides routing and queuing of customer calls with supervisory and agent features, making it ideal for companies that don’t require an advanced contact center solution but need incoming calls handled quickly and efficiently.

Increase Customer Satisfaction & Enhance Customer Loyalty
With over hundreds of reports at your disposal and the ability to create custom reports, you will be able to get a 360-degree view of your customer interactions and determine why your customers are contacting you. This valuable information will allow you to predict customer behavior and plan accordingly, resulting in increased customer satisfaction and loyalty.

INTEGRATED ACD BENEFITS

  • Flawlessly Route Calls – Route incoming calls automatically, reducing incorrect transfers and disconnects common with manual operators.
  • Increase Productivity – Automated call routing can speed connections and response time, improving agent productivity.
  • Boost Caller Satisfaction – Send Calls to the best-suited agent to improve chances of a first-call resolution, boosting customer satisfaction.
  • Optimize Your Workforce – Identify opportunities to schedule your call center agents more effectively with activity reporting.
  • Support Remote Agents – Save facility overhead and broaden your talent pool with support for virtual call center agents wherever they are.
  • Train ‘On the Call’ – Coach your call center agents by monitoring, whispering advice, or joining their calls in progress.

INTEGRATED ACD FEATURES

MANAGEMENT

  • Monitor, whisper, barge-in – Supervisors can silently monitor a call, speak to an agent without the caller hearing, or barge into a call to help.
  • Customizable agent activity codes – Supervisors can manage and report on activities when agents are not logged into a queue and taking calls
  • Customizable call disposition codes – Supervisors can create and use codes to note how an agent handled a call (e.g., “sold yellow widget,” etc.)
  • Supervisor dashboard – Supervisors can see the number of calls in queue, agent activity as well as view and download statistics.
  • Agent dashboard – Agents can see the number of calls in queue, wait time, and other call details at a glance.

ROUTING

  • Pilot number(s)- Multiple inbound DIDs, or pilot numbers, can terminate to a queue.
  • Multiple announcements – Each pilot number may have a primary and secondary announcement file.
  • 6 distribution methods – Intelligently route callers based on criteria, such as first available, longest idle, or round-robin.
  • Zero out of queue – Callers can press zero to exit a queue and be redirected to a defined number or voicemail box.

PRODUCTIVITY

  • Unified communications links – Agents can launch CRM, web conferencing, audio conferencing, and other productivity applications directly from the in-call dialog and MaX UC contacts.
  • Agents logged into multiple queues -Agents may be logged into multiple queues simultaneously.
  • Agent presence/chat – Agents can see the status of other agents and can IM them through MaX UC.
  • Agent wrap-up – After taking a call, agents automatically are placed into a wrap-up status to allow time for any post­ call activities prior to receiving a new call.
  • Call recording – With this optional feature, users can record as well as search and playback calls.
  • CRM integration –With this optional feature, you can integrate with more than 50 leading customer relationship management systems.

REPORTING

  • Scheduled reports – Supervisors can schedule and automatically generate and distribute reports on queues, agents and calls, etc.
  • Historical reports – Supervisors can pull historical call center performance data.
  • Key metrics dashboard – Supervisors can see key performance indicators (KPls) at a glance.

Need a custom voice solution?

Powered by smplsolutions

In 1996, we established smplsolutions® with a focus on delivering excellence in data networking and voice communication technologies. Since then, we have been committed to providing our customers with expert advice, advanced technical problem-solving, innovative engineering, ongoing maintenance/Help Desk, and the highest quality professional consulting services. As a one-stop partner, we offer cyber security, computer networking, vCIO and vCISO consulting services, cloud infrastructure and application hosting solutions, VoIP,  backup and disaster recovery solutions, SD-WAN, video surveillance and access control, as well as fiber and low-voltage cabling. Our highly trained technicians, known as The Tech Team, are dedicated IT, VoIP, and cyber experts, always ready to assist you.

Learn More

Testimonials

Some kind words from our clients

Dr Chris CarterPartner - South OC Pediatric Dentistry & Orthodontics

I have been happy to have the Bigleaf system in my office. We were having trouble using multiple TV's, voice over IP, and the internet all at the same time. Bigleaf has helped solve that problem.

Jason BancroftDirector, Information Technology - Patrol One

We use our phone service in our call center 24x7 / 365 days a year... we are very happy with smplVoice and prefer it over our previous solution. We appreciate all your team does for us, including data cloud backup and Internet aggregation.

T.C. EvansDirector of Information Technology - Linc Systems

In 2018 we took Spectrum VoIP and smplVoice toe-to-toe in feature & cost comparison and smplVoice won. We could not be happier with our decision, your onsite technicians, VoIP service and customer service have been exemplary.

Kathy LammThe Lamm Agency | Farmers Insurance

I've spoken to nearly all your team members and everyone is very professional and helpful. I appreciate all the ongoing support and look forward to expanding your services as our business grows.

Robert MaslacCEO - Risk Management Group

The Tech Team™ is a great group of people. They are patient and they are very helpful. Over the last decade, they have really become a part of the Risk Management Group Family.

Rosella LocatelliCMO - Ferrari of Beverly Hills

Your company provides quality solutions quickly, which has helped our locations communicate and run smoothly. Thank you for your qualitative services.

Donna BawolskiHR Manager | Bandai America

I would like to take this opportunity to thank you for all the assistance you and your staff have provided to me over the past 2 and 1/2 years. Everyone at smplsolutions has been and continues to be helpful and prompt..

Tami WilliamsVP, Distributor Sales & Marketing | Williams Furnace Company

Toshiba’s IPedge is a reliable, high-quality IP business telephone system that is affordable, feature- rich and empowers us to provide a higher level of customer service. Toshiba and smplsolutions have exceeded our expectations

Steve7 For All Mankind

We appreciate the friendly and willing help we've received from your team over the years and we're glad we signed up for the full smplsolutions package. The support has been great.

Our Partners

Need a custom voice solution?

REQUEST A CONSULTATION