• Voice services
• SMS Services
• Fax
• TPV charging services
• Control Panel
• Virtual ACD

Virtual ACD (Automatic Call Distribution)

The Masvoz’s Virtual ACD offers the Customer Service Centers all advantages of having a complete call distribution system (ACD), without having to carry out any investment in equipment purchasing or agents licenses.

Functionalities

• The Virtual ACD enables the agents or teleoperators:
  
  • Connecting to the system from any location with Internet connection and telephone line (land line, mobile or ip, national o international).
  • Modifying the state (available, busy, disconnected, in administrative management, on a break...).
  • Transferring received calls to other agents.
  • Decide when you want to start recording a call in progress.
  • Adding an observation to maintained contacts (tipifying).
  • See the list of attended calls.
• Regarding the supervisor users, the system allows:
  
  • Creating so many agents and agent groups as you like.
  • Assigning agents to the defined groups or standing lines.
  • Modifying size and performance of standing lines.
  • Visualizing the state of all agents.
  • Visualizying the waiting standing lines.
  • Seeing the attended calls list and listening to the calls at real time.
  • Carry out a complete follow up of activity based on the following:
    
    • Queuing Report. Allows analysis of queues associated with client customer service and checking totals of calls attended, abandoned in queue, overflow due to full queue capacity or excess of maximum queuing time.
    • Agents Report. Allows seeing the number of calls sent to each agent, percentage of unanswered calls and calls transferred to other agents or destinations.
    • Agent Activity Report. This report allows follow up of the time each agent has spent in the various states of activity (connected, occupied, at rest, etc...).
    • Agent Status Reports. This report details the exact moments when agent status has changed.
  • In addition, the supervising user can choose the queue or agent information they want to see as well as the group criteria applied when showing data (daily, 30 minute periods, by queue or by agent).

Main advantages

• The Virtual ACD is managed from the Control Panel, a useful tool to manage the activity of your Customer Service Center at real time, in an autonomous and flexible way.
• Through the supervision module, you can see at real time the state of agents and standing lines, look up the listed received calls and listen on line the conversations mantained to audit the quality of the service.
• The ASP model in which Masvoz solutions are based, facilitates the access to applications by agents and supervisors, because only one Internet connection and any kind of telephone line is necessary.
• You will also take advantage of the internal call transfer at no additional cost.
• The launching of the service is very quick and does not need any investment on systems, telephone equipment or expensive software licenses. The versions update is continuous and without additional cost.