Automatic Call Distribution System
CBOSSacd is designed to automate the processing of calls to a telco’s customer care department. The solution can be successfully deployed by both telecom companies and any enterprise with a large client or partnership base.
System Operation
Key Features
- The intelligent routing of calls based on customer submitted and database information
- Handset functionality support
- The capability to forward the call to a competent specialist or switch to the conference call mode
- Customizable module interface
- Call supervision
- Event database
- "Do not disturb" mode
- Agent-initiated notifications (auto-dialing)
- Call charging option
- Reports on the performance of the system and of agents
- On-line system statistics.
Integration
Integration between CBOSSacd and other systems creates a powerful multi-functional customer care solution, i.e. a call center capable of receiving all incoming calls with reduced call processing time.
CBOSSacd integrates seamlessly with:
- any IVR systems, including CBOSSacc, allowing customer self-service options
- various voice mail systems, including CBOSSvmail, , allowing subscriber voice messages to be recorded when the call cannot be processed
- billing and CRM systems from a variety of different vendors, including CBOSSbcc, , to route calls and define their priority based on the database information, as well as to provide the agent with subscriber info
- various analytical systems, including CBOSSdss, to enable efficient statistics-based decision-making, e.g. to detect FAQ, to estimate the skills and the load of agents, as well as to analyze the routing of calls and customer care performance
- enterprise management systems, including CBOSSmis, to allow the use of corporate address books.
Benefits
- Improved customer care
- The enhanced performance of customer care
- Reduced OPEX
- An intuitive, user friendly interface
- Compatibility with any CTI-enabled PBX
- Scalability
CBOSSacd doesn’t limit the number of agent workplaces, allowing the migration to a more powerful PBX.
Success Story
