Hosted ACD solution ideal for small call centers or centers with remote agents 

TrueACD™ from Virtual PBX is the most advanced ACD technology available in a hosted PBX system. Because ACD technology can be expensive, it makes sense for some centers to utilize the services of a hosted solution, eliminating the costs required to purchase and maintain the system, not to mention the cost of a trained technical staff.

TrueACD™ queues are intelligent. They know which employees are available to take calls and which are busy on a call already. The system routes your callers directly and immediately to an available employee so the call is answered quickly. No hassle, no waiting, and employees are utilized efficiently.

To help achieve these goals, you can setup your ACD queues using load balancing, skills based routing, hierarchy routing, and overflow queues. Real-time monitoring and reporting available to help manage your center and agents.


Benefits of a hosted ACD from Virtual PBX:

• Virtual call center – agents can work from the office, home or anywhere
  
• Even load distribution – route calls evenly to all agents
  
• Queuing – full-featured ACD queuing for managing calls to a department
  
• Self-managed agent presence – queues self-adjust, without admin handling as agents log in and out.
  
• Skills-based routing – ensure that calls are answered by the most skilled agents first
  
• Overflow queues – calls overflow to another group based on wait times or number of call in queue
  
• Call waiting signal – agents are signaled when callers are waiting
  
• Real-time monitoring – know how many callers are waiting, wait time and agent status
  
• Reporting and call logs – audit agent activity and queue history to improve service

Professional Telecommunications
Call Center Specialists
(800)647-7640
sales@ptelinc.com

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