NEC UNIVERGE SV8100 Automatic Call Distribution (ACD)
NEC SV8100 and ACD facilitates the handling of high call volume with a minimum number of resources. It reduces caller hold time and distributes call volume evenly among employees. Callers are given the option of either immediately leaving a message for agent callback or holding for an agent. Those who wish to hold hear initial and repeating announcements encouraging them to remain in the call queue. This prevents callers from hanging-up and reduces lost calls thereby helping to improve employee efficiency and streamline staffing.
In today’s small to medium-sized business (SMB) environment, resources are often stretched thin. SMBs must take advantage of the latest communication technologies to streamline their businesses, enhance staff productivity and improve customer service.
The SV8000 Series ACD facilitates handling high call volumes with a minimum number of resources while reducing caller hold time and distributing call volume evenly among employees.
Advanced Call Handling
Callers are given the option of either leaving a message for agent callback or holding for an agent. Callers hear initial and repeating announcements encouraging them to remain in queue, preventing callers from hanging-up and reducing lost calls and helping improve employee efficiency. The PC-Based Supervisor with Reports feature can be used for agent scheduling, business analysis and improvement of scheduling efficiency. The reporting package features an easyto-use PC interface for compiling, analysing and managing information.
Enhanced Efficiency
The SV8000 Series ACD can be configured to enable callers waiting in queue to dial another extension, ACD Group, or voice mail box during message playback. Callers presented with customised choices tend to be more satisfied with the level of service received.
Intelligent Customer Service
Boost customer service and agent productivity by routing calls based upon the incoming line, how long the call has been waiting, and the time of day the call is received. Special customers can be provide with special in-dial numbers and the ACD system recognises these callers as high-priority and places them at the front of the queue. The SV8000 Series ACD also automatically logs agents into selected groups determined by time of day. The SV8000 Series ACD helps speed call proc-essing and improves agent productivity. Once logged in and using a headset, agents are automatically connected to the next waiting caller as soon as they finish their current one.
Valuable Information at Your Fingertips
Agents and supervisors can retrieve statistical information from the SV8000 Series ACD by simply pressing a telephone button. When queued callers or the caller hold time exceeds a predetermined threshold, the system automatically sends alerts
to agents’ and super-visors’ telephone displays. Additionally, the wide range of user-defined reports provided by the SV8000 Series ACD can be scheduled or printed on demand in graph or text format.
Embedded ACD for the SV8100
Designed specifically for the UNIVERGE SV8100, the embedded ACD’s unique integration makes the SV8000 Series ACD easy to program and maintain.
Real-Time Desktop Interface Display
The SV8000 Series ACD’s real-time display provides a simulated wallboard. It instantly provides supervisors with both queue threshold and agent information on their PCs. Supervisors and authorised agents can use the agent desktop application to text message important information to agents or groups. Access to instant ACD information improves agent performance and reduces training time without increasing business costs.
Reports
A wide range of user-defined SV8000 Series ACD reports, graphs and tables are available to users to enable them to enhance their business management. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand.