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Automatic Call Distribution (ACD) |
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Our ACD system recognizes, answers, and routes all incoming calls. When the ACD receives
an incoming call, it will search and locate specific instructions as to how the call
should be handled. The ACD can then route the call to a customized greeting and menu or
directly to a
customer service representative. |
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Skill-Based Routing (SBR) |
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SBR is a call-assignment feature used to assign incoming calls to the most suitable
customer service representative, instead of simply routing the call to the next
available representative. With multilingual customer service available in French,
Spanish and English, we are able to respond to the specific needs of your consumers.
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Automatic Number Identification (ANI) |
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This feature recognizes the incoming phone number and automatically routes the
incoming call to the proper queue. ANI will also check American Customer Service’s
custom database
for product information, alert our customer service representatives exactly what
product line the consumer is calling about and access the identified product database.
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Dialed Number Identification Service (DNIS) |
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The DNIS feature allows our clients to determine exactly what telephone number was dialed
by a consumer. This is also useful in determining how to answer an inbound call. Since we
handles calls for multiple product lines, the switch receiving the call can examine the
DNIS and then direct the call accordingly. Also, with DNIS, multiple toll free numbers can
be used for multi-lingual identification. The call can then direct the consumer to the
appropriate customer service representative.
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Support Center Software |
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ACS utilizes a software package which was created by in-house developers. It was designed
in conjunction with the call center reps, fulfillment crew, account managers, and product
specialists. It is another way we take the consumer from frustration to solution faster
than anyone else.
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