With CZ ACD get multiple call monitoring and controlling options like live call barge in, call monitoring, call conferencing, whisper coaching etc. These features not only help administrators to train the agents but also let them intervene whenever necessary. CZ ACD can whisper the caller id to the tele caller before connecting the calls. A true friend of the agents!
CZ ACD empowers administrators with detailed insights into the calls coming in like time and day wise break up of calls, duration of calls based on the intent of caller, agent-handling time, agent wise Turn Around Time(TAT) summary etc. In addition to this, all the calls get recorded so that the administrator can review and use them for training purposes.
Queue Prioritization and Rules
With C-Zentrix's Automatic Call Distributor administrators get greater flexibility in deciding and modifying the queue policy. For example the administrator can assign queue rules like First In First Out (FIFO), Least Recent etc for call distribution and can also decide how the call queue will function based on business objectives like high priority customers to be assigned first etc.
Integrations Serve Multiple Business Objectives
Integration of CZ ACD with CZ Bar and IVR frees the enterprise of geographical restrictions. With this integration, even remote agents can handle calls with the same efficiency. Disposition updated on the call can be shared across platforms like CZ Omni, CZ LMS, CZ Helpdesk to maintain the customer’s experience throughout their journey.
Skills can be prioritized as per the tele caller’s expertise. For example when two tele callers with english speaking skills are available to receive calls the CZ ACD will always connect the call to a tele caller with higher english speaking skill which signifies agent's better command over the language.
Multiple queues support
Multiple queues support on a single Automatic Call Distributor. An administrator can create multiple campaigns or queues as per their business requirement or for different departments and agents can login to a single queue or multiple queues at the same time as per the need. Calls landing in a particular queue only get connected to particular agents who are part of that queue or campaign.
SLA based call routing
Administrator can assign specific Service Level Agreements (SLA). For example, queue wait time should not be more than 15 seconds. In case a customer has to wait beyond 15 seconds then his call will be disconnected with a message and a commitment for an auto call back within a fixed time. The number will be pushed to the auto dialer of C-Zentrix which will automatically dial out the number and connect to the tele caller with the relevant skill.
Queue Position and Queue TimeOut
The queue position of the caller can be determined and the expected waiting time can be notified to the caller. To ensure queue efficiency by reducing caller wait time, a timeout can take the caller for the next best action, such as an escalation queue or a voice mail box. Specific queue messages can be configured after the queue timeout takes place.
And all the rest
CZ ACD offers call transfer between the agent and the caller. It also offers screen transfer when the call is transferred from one agent to another. Custom MOH (Music On Hold) for each queue, Auto SMS and email push in case of any call based trigger. CZ Automatic Call Distributor can be used for roaming agents - agents can login to the ACD from any workstation in different locations.