Customer expectations change rapidly. More and more people require access to services 24 hours a day, 365 days a year. Customers like to be recognized and want to have special customer service for their problems via a single call and in a friendly and efficient way. With this in mind, companies must anticipate those needs and be proactive rather than reactive. With growing competition in businesses, productive and professional contact center with a well-managed team of agents becomes a key component to the success of a company.
Performance management is an integral part of a contact center. It helps align agents, processes and systems to their goals and objectives, such as customer satisfaction, cost control and revenue boost. Technological solutions are needed when a company is interested in such ways.
ZigVoice Contact Center Software offers web GUI environment and remote access that facilitates the use of cutting-edge applications and allows you to configure, manage and monitor all processes on the go. The software also helps contact center analyze agent performance and customer experience carefully, which can fulfill the specific requirements of your business and provide better outcomes.
With ZigVoice, you can continue using Nortel PBX system based on ACD (automatic call distributor) to detect and improve the quality levels of each of your agents.
ZigVoice provides the following practical solutions for Nortel PBX users:
1. Web Based “ACD” Historical Reporting
2. Web Based Real-time Reporting
3. Web Based Evaluation Forms
4. Traffic Calculator
5. Call Recording
As described by TechTarget, An Automatic Call Distributor (ACD) is a telephone system that monitors incoming calls and distributes them to associated agents according to the given instructions. The ACD works with Interactive Voice Response (IVR) system to answer incoming calls. Many companies that offer sales and support use ACD to validate callers, record messages, make outgoing responses or calls, forward calls to the right agent, gather usage statistics, balance the use of telephone lines and provide other services as well.
ZigVoice Contact Center Software brought ACD historical reporting and real-time reporting to the web, allowing access anytime anywhere. This feature makes our software ideal for increased accessibility, including connecting with multiple sites or home-based agents. Businesses that replace their manual system with ZigVoice ACD solutions can offer their customers the best user experience, and reduce maintenance costs and provisioning. Check out more features, including Recorder Plus, Digital Signage, LED Wallboards and Agent Dashboards.