Virtual PBX Featured Article

New ACD Queues Pro from VirtualPBX Helps Large Call Teams

April 20, 2020

Remote business operations are nothing new. Today, as the world continues to battle with COVID-19 it has become the norm for many more businesses - large and small, and across industries. The need to seamlessly work from any location has never been greater.

In line with this increasing need and to further expand its business phone system offerings, VirtualPBX has announced a new ACD Queues Pro feature for its Virtual PBX Phone System to help with the management of large teams - both on-site and remotely.

For those businesses that have especially large call volumes, these new features will make it easier to route calls, create ring groups and also have ACD queues along with their standard communications.

New features included in ACD Queues Pro are: Whisper and Barge, Hold Treatment for inbound callers, advanced Call Routing to agents, Call Recording within queues, and Activity Logging with downloadable reports.

Call center managers can use these features to get information on agent performance as well as activity throughout the day. The Whisper and Barge feature also allows them to join into a live call and meet agents on the line to coach them live without the caller on the other end hearing their convo. If needed, they can also enter a call as a third live agent on the call with the Barge feature and step into the conversation to assist as needed.

Another powerful feature included in the latest release is the Hold Treatment option. With this, administrators can improve how their inbound callers experience their wait time for an agent while calling in.  Announcing such information as queue and time predictions or even playing music on hold can improve the experience and customer mood while they wait for the live agent.

“ACD Queues Pro drives advancements in our Business Phone System that will assist businesses with large call volumes,” said VirtualPBX COO Lon Baker. "We’re all excited to see this feature put into place. It’s one more step in the direction of giving our clients greater control over their inbound calls.”

Edited by Maurice Nagle



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