UNIVERGE® SV8100 Automatic Call Distribution (ACD)
Designed specifically for NEC's SV8100 communications server, UNIVERGE An ideal solution for the basic contact center that wants reliable customer service with few agents.
Designed specifically for NEC's SV8100 communications server, UNIVERGE SV8100 ACD is a smart, cost-effective automated call distribution (ACD) solution that is easy to implement and maintain. This embedded ACD's unique integration results in a dynamic tool for smaller contact centers.
Contact center supervisors program into the SV8100 ACD a list of member agents. When a customer calls into the contact center, SV8100 ACD automatically routes the person to the agent that best fits their needs based on pre-established criteria. SV8100 ACD is more sophisticated than Department Calling and other group services, since it can accurately distribute calls accordingly and judge the workload of each agent.
SV8100 ACD supports 64 ACD groups, 64 supervisors and one system supervisor. However, a contact center can increase its responsiveness by using NEC’s SV8100 Netlink to connect multiple sites equipped with SV8100 ACD.
Supervisors can use SV8100 ACD to track ACD traffic and other data in real time. They can control, resize, reposition and close each of the many data windows it displays on their desktops. They can also use SV8100 ACD to create customized reports from the current and historical data recorded by the system.
Additionally, SV8100 ACD seamlessly integrates with UC Desktop Suite to enable users to quickly and easily login as an agent directly from the UC Desktop Client. This integration allows your agents to take advantage of both SV8100 ACD and UC Desktop suite functionality.