Integrated Automatic Call Distributor (iACD)

Robust hosted management system that is suitable for small to medium contact centers with Interactive Voice Response (IVR) and queuing functions through our Premium Auto Attendant.

Powerful cloud-based PBX features

Telehop's integrated Automatic Call Distribution (iACD) draws many of its capabilities from cloud-based PBX features such as hunt groups, auto attendant, and music-on-hold. These core functions provide Interactive Voice Response (IVR) and queuing functions through our Premium Auto Attendant.

Multiple ringing arrangements (Longest Idle, Linear, Round Robin, Ring All)
Flexible queuing treatments (Music or Announcements on Hold) while customers are waiting.
Manage and configure via an easy-to-use web portal.

Easy, full featured administration

Agent-level features provide helpful information about the caller and allow agents to monitor performance against KPIs (Key Performance Indicators) and set what "state" they are in. Supervisors and administrators have a number of powerful features that enable them to coach agents and assist in calls. The supervisor dashboard allows administration of call queues and performance.

Real-time queue and agent statistics.
Download all historical and current statistics (from 1 hour to a year).
Self-serve web configuration management.

Detailed scheduled reporting

Detailed standardized or ad-hoc report generation is available to track trends over time.

Calls by day or by queue.
Agent status and performance summary.
Call details, duration summary and logs
Aggregated agent and queue reports such as daily traffic, hourly usage, and more.

Integrated Auto Call Distribution call centre key features and benefits

Is your call center helping to create happy customers? Gain more control, better reports, and greater staffing flexibility with advanced features to improve customer service levels.

Multi-Line Hunt Group Call Routing - ring all, linear, circular, round robin, longest idle
Configurable Agent States
Configurable Call Disposition Codes
Monitor, Barge-in, and Whisper Actions for Supervisors
Supervisor Dashboard - statistical data and reporting
Agent Dashboard
Multi-Queue Membership
Call Wrap-Up with Configurable Timer
Multiple Language Support (English, French, Spanish)
Ad-Hoc and Standardized Reporting with Emailed Reports
Caller ID Lookup with URL-Based CRM Integration (with Accession Desktop Clients)
Time of Day/Day of Week Routing (Premium Attendant)
Music on Hold/Messages on Hold
Zero Out of Queue