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Trikon Automatic Call Distributer - ACD

IN BRIEF

  • Virtually unlimited phone numbers, full call recording, live scripts, call timers and much more!
  • Many distribution strategies including skills based.
  • Multichannel - incoming + outgoing calls, email, sms & chat.

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Multi Channel Intelligent Routing to Agents

Trikon's Automatic Call Distribution (ACD) goes beyond calls to include email, sms & chat. This multichannel incoming funnel is distributed amongst your agents using advanced skills based routing strategies.

The most extensive feature set

  • Virtually unlimited phone numbers groupable into "In-groups"
  • Full Call Recording
  • On hook agent capable. Agents do not need to be tethered to their phones at all times.
  • CRM integration capable with automatic transfer to CRM screen.
  • Agent screen can be transferred to a closer/another agent.
  • Live scripts available.
  • Presetable numbers for conferencing call or for blind transfer.
  • Call timers with many presetable actions
  • Configurable working hours, including state and national holidays with many after hours actions.
  • Ability to play place in line and estimated wait time to caller.
  • Ability to let callers leave a voicemail or request callback while in queue.
  • Ability to calculate hold time and modify queue behavior if hold time above threshold.
  • Overflow queues.
  • Whisper to agent.
  • Real time call monitoring by manager.
  • Ability to re-route repeat callers.
  • Ability to integrate web based APIs of external services
  • Ability to block display of callerID to agent.
  • Custom Music-On-Hold and agent alert sound.

Many distribution strategies

  • random: Randomly selects an idle agent.
  • oldest_call_start: Strategy for distributing the same number of calls to all agents regardless of length of calls.
  • oldest_call_finish: Send call to agent who is idle the longest at this point of time.
  • oldest_inbound_call_start: Strategy for distributing the same number of inbound calls to all agents.
  • oldest_inbound_call_finish: Send call to agent that has not been on an inbound call for the longest time.
  • overall_user_level: Orders by the user_level of the agent. Higher user_level = more calls.
  • inbound_group_rank: Skills based ranking given to the agent for the specific inbound group. Higher = more calls.
  • campaign_rank: Skills based ranking given to the agent for the campaign. Higher = more calls.
  • ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.
  • campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.
  • fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
  • fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.
  • longest_wait_time: Orders by the average wait time of agent.
  • ring_all: Rings all idle agents, for small queues.

Multichannel capable

  • Incoming phone numbers - DIDs as well as Toll Free - available from every area code and country
  • Incoming email distributed in same way as incoming calls
  • Incoming SMS also handled in same way as email and incoming calls.
  • Multidomain chat also distributed amongst agents using same queues.
  • Outgoing calls, email and SMS possible for return communication.