Our Hosted contact center functionality combines the best practices of unified communications and customer service by providing businesses with all the necessary tools required to convert first time customer interactions into long lasting customer relationships.

A fully self-managed solution that requires minimal intervention, the call center capability can help you streamline your business operations and improve communications by delivering a powerful suite of Automatic Call Distribution (ACD) features and other cornerstone features of contact centers including IVR Voice Assistants, Agent statistics reporting, Call accounting, Agent coaching and Call recording capabilities.

An agent group, also known as automatic call distribution (ACD), is a system that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements.

• Automatic call distribution (ACD): The system automatically picks the next available agent for incoming calls.
• Multi-queue agent log-in: Agents can be logged into different ACD at the same time.
• Caller-ID control: One ACD can handle multiple DID e.g. for virtual offices
• Agent statistics: Agent activity can be monitored in real-time and on end-of-day basis.
• Call reporting/accounting: Call data records can be exported in a variety of different formats.
• Call recording: Calls can be automatically recorded.