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
Routing
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.
Management
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.
Productivity
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.
