ACD Phone Systems
Database Systems Corp. (DSC) is a leading provider of call center technology including automatic call distribution (ACD) systems and software.
Automated call distribution is a technology that intelligently routes incoming phone calls when they are answered by a computer phone system.
ACD systems generally process incoming phone calls on a first come / first serve basis. However, intelligent ACD's such as those provided by DSC can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script. Some ACD / IVR solutions enable input and responses to be gathered using voice recognition programs.
Contact DSC to learn more about our ACD system and phone services.
ACD Phone Systems
DSC offers both analog and digital phone systems with ACD features.
A simple ACD system (ACDS) processes incoming telephone calls on a first come first serve basis. The phone system typically answers each call and, if necessary, holds it in a queue until it can be directed to the next available answering service representative. When an agent becomes available, this representative serves the first caller in this queue. However, the phone system does far more than simply process calls in sequence.
Our PACER (digital) and WIZARD (analog) ACD software manages multiple call queues, keeps a log of call group activity, and monitors call activity such as call queues, agents, and on hold times. Depending upon user defined business rules, our automatic call distribution systems create different processing paths for different callers.
WIZARD ACD Phone System Features
The following is a list of some of the features of our analog phone system (WIZARD) which includes our ACD functions:
- New Office Environment PC (Monitor Optional)
- New Intel/Dialogic Telephony Card(s)
- 4, 8, 12, or 24 Analog Line Configurations
- Windows OS
- DSC Phone Software
- Simple Phone Message Delivery
- Message With "Press Through" Call Out
- Automatic FTC Opt Out compliance
- Multiple Voice Broadcast Programs
- VB Wizard Software
- Text To Speech Integration
- Touch Phone Navigation
- TDD / TTY Hearing Impaired TDD / TTY Phone device support
- Call Recording
- Message Forwarding
ACD System Software
DSC provides a robust ACD software library for organizations that require complex ACD and IVR development.
This programmer toolkit allows C/C++ programmers to create IVR applications on a wide range of Linux, Unix and Windows servers. Most IVR systems are built into the phone system or are self contained programs running on a separate system. PACER and WIZARD IVR systems operate in a client/server environment.
You can design and develop your own phone applications using this comprehensive software toolkit. Alternatively, DSC can provide you with a custom phone application as well as ACD outsourcing services.
These applications can be easily ported to our digital phone system when your call volume requires a larger system.
ACD System Features
- Intelligent skill based call routing
- Call routing to remote agents
- Prioritized call routing
- DNIS assignment of agent groups
- GUI interface
- Unlimited number of agent groups
- 800 Answering Services
- Skills Based Call Routing
- Custom messages for each DNIS
- Call queuing and call routing
- Web call backs
- Multimedia support (email, chat, inbound, outbound calls)
- Alarms for callers in queue
- Call-back message support
- Customizable agent screens
ACD Phone System Information
Contact DSC for a FREE analysis and quote and to learn more about our ACD phone system products and services.