Automatic call distribution (ACD) is a call center software technology that helps distribute incoming calls to a group of available agents. The system helps reduce waiting time for customers while also eliminating idle time between calls.

In a significant development in this line, call center software provider AltiGen (News - Alert) Communications has signed an agreement with Project Leadership Associated (PLA) to offer AltiGen's MaxACD Contact Center for Microsoft Lync to PLA customers across the United States.

Headquartered in Chicago, Project Leadership Associates is a firm serving small, midmarket and enterprise organizations. The company has completed over 100 Microsoft (News - Alert) Lync deployments and is equipped with more than 230 technology professionals on staff.

"Microsoft Lync offers immediate business benefits for our enterprise customers," said Don Penland, partner at PLA, in a statement. "When that capability is combined with AltiGen's MaxACD contact center solution, the customer and user experience is phenomenal.”

PLA is also offering 30 day pilots of AltiGen's call center software to qualifying customers.

AltiGen's MaxACD Contact Center for Lync is designed to provide a simple to deploy, simple to use, and simple to manage feature rich call center for Lync. It comes with powerful features such as skills-based routing, multi-level auto attendant, a flexible and adaptable IVR with CRM integration capabilities, call recording and monitoring, and reporting.

AltiGen's MaxACD Contact Center for Lync can be deployed either on premise or delivered through cloud.

"PLA is a major addition to the MaxACD partner team," said AltiGen VP of Sales Mike Plumer. "The depth and reach of their skill set and national coverage will accelerate Microsoft Lync and MaxACD customer deployments.”

PLA is also offering MaxACD as part of a jump start pilot program. Customers will be able to experience Microsoft Lync and MaxACD first hand to better understand how it can transform communications and interactions with customers. We are very happy to welcome them aboard as a partner, according to Plumer.

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