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  Automatic Call Distribution (ACD)
  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.
   
  Skill-Based Routing (SBR)
  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.
   
  Automatic Number Identification (ANI)
  This feature recognizes the incoming phone number and automatically routes the incoming call to the proper queue. ANI will also check American Customer Service‚Äôs 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.
   
  Dialed Number Identification Service (DNIS)
  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.
   
  Support Center Software
  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.