Automatic Call Distribution
Call Routing Phone Systems and Software
Database Systems Corp. (DSC) is a leading provider of contact management technology including Automated Call Distribution (ACD) systems and call routing software.
Call distribution is a technology that intelligently routes incoming phone calls when they are answered by computer phone systems.
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.
The DSC ACD with IVR can also route calls based upon the skillset required of the agent processing each call.
This is referred to as skills based routing.
Contact DSC to learn more about our call routing software and IVR solutions.
Customer Profile - Professional Sports Services
"Professional athletes and athletic organizations face unique challenges when it comes to travel, housing and lifestyle maintenance. At Professional Sports Services (PSS), solving these challenges is our specialty. Outsource the logistical effort and aggravation. Simplify how you operate, and save money while you're at it. Keeping your best interests in mind is our top priority."
The Professional Sports Services utilizes our IVR call routing technology to process incoming phone calls from potential clients. Our 800 phone service automatically directs the caller to the appropriate department based upon the type of services required.
Call Routing Phone Systems
DSC offers both analog and digital phone systems with ACD features. A simple ACD system 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 solution 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.
Call Routing Software
DSC provides a robust software library for organizations that require complex ACD and IVR development.
This Software Development 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.
These applications can be easily ported to our digital phone system when your call volume requires a larger system.
Call Routing Features
- Route calls to remote agents
- Intelligent skill based call routing
- Prioritized call routing
- DNIS assignment of agent groups
- GUI interface
- Unlimited number of agent groups
- 800 Answering Services
- 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
Call Routing Information
Contact DSC to learn more about our call routing phone systems and services.