New Intellicomm Hosted ACD Facilitates Virtual Call Center
April 27, 2010
By Jayashree Adkoli
, TMCnet Contributor
Intellicomm Inc., a provider of hosted unified communications, has announced the addition of a new call queuing and automated call distribution "ACD" feature set in its Innoport hosted service.
Innoport is Intellicomm's hosted UC service that automates an individual or company's flow of communication by centralizing all inbound phone calls, voice mail, fax and instant messaging communications. This remotely-hosted communications system is not only affordable but also facilitates businesses to achieve virtual office capabilities, thereby enhancing workforce mobility.
The automated call distribution "ACD" feature set, which is a new addition to Innoport, facilitates in queuing incoming callers on hold to Innoport virtual phone numbers or even on an extension of the Innoport automated attendant for flexibility. With this incoming calls are queued and routed in a simpler way to the next available agent. Additionally, callers on hold are provided with option to go directly to voicemail.
With the help of ACD functionality, businesses can setup a virtual call center -- complete with comprehensive agent and queue management capabilities online via the Innoport online interface.
Apart from providing business with functionalities such as remote agents and web based agent check in and checkout, the new ACD feature set also includes agent wrap up time flexibility, multiple interjecting prompts for callers on hold, automatic agent check out trigger, routing of callers based on criteria, such as, skill based, as entered, round robin, most idle agent or least utilized agent.
In addition, the ACD feature set can be utilized with a single agent and a single queue or can even be scaled up to multiple agents and multiple queues.
Harprit Singh, president and CEO of Intellicomm, said, "Companies looking to provide robust call center capabilities without investing in expensive customer premise equipment can now bypass the upfront investment and opt for a scalable on demand virtual hosted call center model using Innoport ACD call queuing."
Company officials said in the release that businesses of all sizes can leverage the company's Innoport service with ACD to operate a virtual call center with agents dispersed anywhere in the world yet appearing as a single call center to the calling customers. In addition, businesses that are intending to cut costs, improve customer experience and streamline operations can now leverage company's Innoport service with ACD.
The new ACD feature set is being delivered as part of the Business Service plans of Innoport and no additional fees has been introduced currently.
Innoport plans to offer ACD at $9.95 per month.Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.
Edited by Patrick Barnard