OPEX In-Network ACD

A Distributed Solution to Manage & Route Inbound Calls

OPEX's distributed ACD service offers an intelligent routing or call queuing facility which can be deployed quickly and easily, thereby eliminating the need for expensive capital investment and specialist in-house IT skills.

Why & when to use this service

Call Centres are under continual pressure to handle ever increasing numbers of incoming calls with limited staff resource. Using OPEX in-network ACD, agent status is monitored and calls are distributed in the most effective manner. The process of balancing the incoming demand against availability results in a faster response to customers and fairer load distribution to agents. Although the OPEX service works as a distributed model, in-house wallboards can still be used to display realtime queue status. 

OPEX in-network ACD can be used in both greenfield sites or established organisations that are experiencing growth or running specialist campaigns for limited periods of time. Services can be quickly expanded or scaled down depending upon the business demand, which makes this service ideal for small or large businesses alike.

In these situations the benefits of a hosted ACD system mean that there is no capital outlay and expenditure is ‘usage' based.

How it works

OPEX ACD allows you to manage inbound calls by routing them based on criteria that you specify, examples are:-

• customer details,
• skills of call takers
• dialled number (DNIS),
• inbound callers number (CLI),
• other business rules – defined by you

All the functionality you would expect from a high-end ACD is provided to give you real-time campaign management and monitoring tools to simplify the process of managing and reporting in a multi-campaign. The service also provides overflow routing and re-routing based on queue statistics, multi-site routing and abandoned call retrieval.

Features

• Call flow treatment is based on VXML, an industry standard method of combining complex queuing, routing and IVR with understandable text based instructions, further simplified through compatibility with common VXML scripting tools.
• The Service is SIP, VoIP compatible with full interoperation to traditional telephone infrastructure.
• Full 24/7 operational monitoring is provided and OPEX provides professional advice during every element of the service set-up.