Automatic Call Distribution

Creating call center and call management efficiencies across your organization.

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Intergrated ACD Overview

High capacity phone connectivity

Offered with RCN Business Hosted Voice, Automatic Call Distribution (ACD) helps improve customer interactions and agent efficiency.

RCN Business ACD is a full-featured unified communications tool that enables businesses with multi-line hunt groups (MLHGs) to service more callers with greater ease.

A customizable customer experience meets a better solution for routing supervisors and agents

Why choose RCN Automatic Call Distribution service?

Empower Employees

Assess and evaluate productivity through real-time status of call queues, calls-in-progress and call wrap-up.

Improve Experience

Improve customer experience —through a simple dashboard for both supervisors and agents to view queue status and quickly view, modify, delete and add multi line hunt groups (MLHG).

Reduce Cost

ACD offers a considerable cost-savings to companies with customer support and help desk departments, as it eliminates the need for additional on premise hardware and other capital expenditures.

RCN Business ACD Features

ADMINISTRATOR

  • View/modify MLHGs
  • Add/remove MLHGs
  • Access ACD statistics
  • View summary screens
  • View Agent screens
  • View/generate reports
  • Ability to monitor, whisper, and barge into active calls

RCN Business ACD Features

AGENT

  • Name of queue
  • Average waiting time
  • Calls in queue
  • Number of agents logged in
  • Agent status
  • Forward to appropriate queue
  • Designate disposition

Interested in RCN Business Automatic Call Distribution?

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