Route calls intelligently to the right agent every time according to your preset business rules.
Enable your customers to perform routine operations over the phone by themselves with OpsCentral IVR
Incoming caller information pop up on agents’ screens so they can understand the context of the call and help more effectively.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact centre. ACD software is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.
OpsCentral offers Universal Queue, an omni-channel solution to ACD that expands the scope of the technology beyond simple voice calls to cover contacts across all channels — chat, web, email, social media and mobile.
Because OpsCentral is in the cloud, your contact centre will not be constrained by physical boundaries. Whether you have one contact centre, multi-site contact centre operations, or distributed at-home agents, the OpsCentral ACD system finds the best available agents wherever they may be located.
Routing Across Channels
OpsCentral leverages business rules to prioritize different channels and interactions and decide which resources best fit a customer’s needs based on their historical preference.
Self-Sufficiency for Users
Non-technical users can easily set up and make changes to the ACD system.
Change Routing Strategies
OpsCentral gives you the ability to create virtually any routing scenario in just minutes with simple drag-and-drop icons. On the fly changes can be immediately deployed to your operations.
Interactive Voice Response (IVR)
Cut Costs, Free Up Agents
Our IVR enables you to cut costs by automating routine calls. This allows your agents to focus their time and energy on higher value interactions.
Easy to Design
Set up and make changes to your IVR system easily using our drag-and-drop IVR Designer, add new prompts, callback options, or data queries in seconds and on the fly.
Quickly identify customers and personalize the self- service flow. Data collected by the IVR is routed through the ACD, ensuring intelligent support.
Computer Telephony Integration (CTI)
Deploying our CTI solution with skills-based routing is one of the best ways to improve First Contact Resolution (FCR), one of the best predictors of customer loyalty.
Create Powerful Experiences
OpsCentral CTI queries your CRM, locates a match, and instantaneously populates that data onto the agent’s screen so that the customer’s needs are addressed timely.
Integrate with CRMs
Integrates with Salesforce, Oracle, and more so that screen pops appear as part of the CRM interface, eliminating the need to toggle between screens.