ACD

Automatic Call Distribution

Apliman ACD (Automatic Call Distribution) module can be easily integrated into most existing systems to provide direct and intelligent call transfer capabilities to numerous other systems, such as IVR, Live agents, PABX system, ...

The most useful application of the ACD module comes in play within call centers. It can be used

to determine on which channel to dial and connect each caller on a case by case basis.

Apliman ACD module can be connected as a standalone product, acting as a gateway between dialers and agents, or even as a gateway to other connections. It can also be used as a step between Apliman IVR and other systems.

Apliamn ACD module can save a significant amount of resources when coupled to Apliman IVR in any call center situation. The IVR would answer the caller, and would gather details. The caller and these details are then in turn transferred to a specific agent based on several factors, including the details gathered by the IVR.

The Intelligence of the system comes from the capability of transferring the call to above mentioned systems based on flexible criteria, such as:

• Dialing Number
• Dialed Number
• Group Selection: Where a number is placed in a group, and any member of this group is routed to a select machine
• Database information
• User Input: i.e. the user requested to be transferred to a live agent
• Live Agent Skill: The Intelligence of the system further is increased with capabilities of routing the call to live agents based also on the agents relative skill level on a subject already selected by the caller through the IVR.
• Transfer by date and time: for example to transfer to another number on weekends, and off hours.
• Combination of above

The ACD module is endlessly flexible, allowing for multiple combinations and re-combinations of connecting parameters, dialing conditions and transfer options.

Finally a follow-me options gives greater power to agents of a call center. This allows the agents to move freely throughout the office without fear of loosing a single call.