Telrad IP Telephone System

What is ACD?

Automatic Call Distribution, better known as ACD, is a specialised system used for handling incoming telephone calls. The system recognises incoming calls and routes them according to a pre-defined set of rules. Additionally, Telrad's ACD will play announcements to encourage the caller to wait for the next available operator.

Telrad Connegy's ACD package also records statistical information about the call that can be retrieved real-time from a supervisor's phone, or historically via an external reporting package like Callview WizardACD. ACD is especially effective for companies which expend significant resources on manning telephones (order lines, service centres, travel agents, banks and insurance companies, information lines, etc).

How can ACD Benefit Your Business?

The telephone is often your first and most frequent contact with customers. And the way you handle incoming calls speaks volumes about your business. Do phones ring constantly? Are callers on hold for long periods? If so, your company may be a candidate for an ACD System.

Any business, department or work group can gain control of incoming calls by routing them more efficiently without adding staff. Here's how it works...

Incoming calls are recognised and automatically answered. The calls are then intelligently distributed to groups or individuals based on your flexible routing specifications.

If your staff are busy, the ACD holds the call in queue until someone becomes available. When a staff member becomes available, the call on hold the longest is sent to that individual.

ACD typically makes call handling faster and easier. Regardless of your company's product or service, ACD systems have been proven to:

• Improve customer service
• Improve employee morale
• Increase revenue
• Reduce telephone costs

Telrad Connegy's ACD package also allows agents to work in remote locations such as a small branch office or as a home worker. Remote Agents have the same feature set as an on site agent. It is recommended that agents utilise the Avanti 3015D keyphone and this is also available in an IP version as the Avanti IP3015D.