Database Systems Corp. (DSC) is a leading provider of contact center technology including automated call distribution (ACD) phone systems and computer telephony software.
DSC provides phone systems that can automatically distribute calls to remote agents and work from home employees. This technology is commonly referred to as virtual ACD.
Your call center agents and phone workforce no longer need to work from one central location. With today's modern workforce using mobile telecommunications and technology, your call agents can work from anywhere.
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 Virtual ACD software and ACD services.
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 Virtual ACD technology to process incoming phone calls from potential clients.
Our hosted ACD call answering service automatically directs the caller to the appropriate department based upon the type of services required.
What Is A Virtual ACD Phone System?
A basic ACD system processes incoming telephone calls on a first come first serve basis. The system typically answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available ACD call center agent. However, our WIZARD and PACER 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.
Our Virtual ACD and IVR systems go one step further. Now calls can be routed to agents that are in remote locations or working from their homes. Using this technology, your call answering workforce can be greatly expanded!
However a call centeršs business rules may be configured, the ultimate goal should be to serve every caller quickly and efficiently to meet customer service expectations.
Virtual ACD 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.
Virtual ACD 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
Virtual ACD Call Center Information
Contact DSC to learn more about our virtual ACD phone systems and services.