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Help Your Agent’s to Utilize His Proper Time with ACD Software

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Select Agent Intelligently based on skills with ACD Software

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor form C-Zentrix always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered customer engagement centre.

Intelligent Agent Selection with ACD Software in USA

Treat your high value customer as a King with ACD Software

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Ensure All calls shouldn’t get unattended with ACD Software

With CZ ACD elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Schedule automatic call back with ACD Software in USA

Help Your Agent’s to Utilize His Proper Time with ACD Software

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Select Agent Intelligently based on skills with ACD Software

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor form C-Zentrix always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered customer engagement centre.

Intelligent Agent Selection with ACD Software in USA

Treat your high value customer as a King with ACD Software

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Ensure All calls shouldn’t get unattended with ACD Software

With CZ ACD elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Schedule automatic call back with ACD Software in USA

Help Your Agent’s to Utilize His Proper Time with ACD Software

Do more in less time with CZ Automatic Call Distributor, it automatically routes call to the agents leading to reduced loss of time in manual call transmissions. This is available as a standard offering on the CZ Customer Experience Platform. CZ ACD is the brain of the solution and makes all the decisions regarding call routing and call control. It is one of the most robust call controllers which manages each and every call whether originating from a VoIP network or a Time-division Multiplex(TDM) network.

Select Agent Intelligently based on skills with ACD Software

CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor form C-Zentrix always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered customer engagement centre.

Treat your high value customer as a King with ACD Software

Integration of CZ Automatic Call Distributor with a CRM can help administrators build rules in routing by assigning unique caller IDs to every call. For example the administrator can assign a high value customer’s caller ID to a specialised agent, so the same agent handles the customer every time they call or a VIP caller gets the priority and jumps the queue or placed first in the waiting queue to be processed.

Ensure All calls shouldn’t get unattended with ACD Software

With CZ ACD elevate your customer experience to the next level. Administrators have an option to schedule automatic call back for all the abandoned calls. This way no customer goes unattended. C-Zentrix powered customers engagement centre is continuously helping businesses increasing their customer connection rate.

Advantage - CZ Automatic Call Distributor

Call Controlling Call Controlling

Call controlling

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!

Reports And Analytics Reports And Analytics

reports and analytics with ACD software

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.

Position and Queue Timeout Position and Queue Timeout

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 in Business Integrations in Business

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.

Set Priority Set Priority

Set Priority

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 Queue Multiple Queue

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.

Skill Based Routing Skill Based Routing

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.

Position and Queue Timeout Position and Queue Timeout

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.

All The Rest All The Rest

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.