Flex iACD

Need a Call Center Solution That’s Not Too Big or Too Small?

Flex iACD is just right for most small to medium businesses.

To be competitive in a digitally connected economy, your company must provide the best possible customer experiences at every touch point and especially when customers call in to place orders or get assistance. That’s true even if you have a small help desk or customer care environment.

Flex Integrated Automatic Call Distribution (iACD) is a cloud-based service that provides routing and queuing with basic supervisory and agent features, making it ideal for companies that don’t require an advanced contact center solution, but need incoming calls handled quickly and efficiently.

Get all the essential call center features you need at an economical rate you’ll love.

No Boxes. No Bundles.

No Excuses.

FlexIP Delivers Managed Communications Customized for Your Business and Optimized for Performance.

Flex iACD Benefits


Flawlessly Route Calls

Route incoming calls automatically, reducing incorrect transfers and disconnects common with manual operators.


Increase Productivity

Automated call routing can speed connections and response time, improving agent productivity.


Boost Caller Satisfaction

Send calls to best-suited agent queues improving chances of a first-call resolution, boosting customer satisfaction.


Optimize Your Workforce

Identify opportunities to schedule your call center agents more effectively with activity reporting.


Support Remote Agents

Save facility overhead and broaden your talent pool with support for virtual call center agents wherever they are.


Train ‘On the Call’

Coach your call center agents by monitoring, whispering advice or joining their calls in progress.

Flex iACD Features



Pilot Numbers

Multiple Inbound DIDs or pilot numbers, can terminate to a queue.

6 Call Distribution Methods

Intelligently route callers based on criteria, such as first available, longest idle or round robin.

Multiple Announcements

Each pilot number may have a primary or secondary announcement file.

Zero Out of Queue

Callers can press zero to exit a queue and be redirected to a defined location or voicemail box.


Monitor, Whisper, Barge-in

Supervisors can silently monitor a call, speak to an agent without the caller hearing, or barge into a call to help.

Customizable Call Disposition Codes

Supervisors can create and use codes to note how an agent handled a call (e.g., “sold yellow widget,” etc.)

Agent Dashboard

Agents can see the number of calls in queue, wait time and other call details at a glance.

Customizable Agent Activity Codes

Supervisors can manage and report on activities when agents are not logged into a queue and taking calls.

Supervisor Dashboard

Supervisors can see the number of calls in queue, agent activity as well as view and download statistics.


Agent Presence

Agents can see the status of other agents.

Agents Logged into Multiple Queues

Agents may be logged into multiple queues simultaneously.

Agent Wrap-up

After taking a call, agents automatically are placed into a wrap-up status to allow time for any post-call activities prior to receiving a new call.

CRM Integration

With this optional feature, you can integrate with more than 50 leading customer relationship management systems.

Call Recording

With this optional feature, users can record as well as search and playback calls.

Ready to Enhance Your Customer Experience?

Contact a FlexIP Solutions Specialist Today

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