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The VU-ACD/100 is a powerful Management Information System (MIS) for Centrex ACD call centers. The MIS provides real-time call center activity, such as
Service levels
Calls offered
Calls answered
Calls abandoned
Average & longest wait to answer
Average and longest wait to abandon
Agent activity
There are a combination of 88 standard ACD reports, plus the ability to create custom reports. The VU-ACD/100 interfaces to the Nortel DMS-100, SL100, the Lucent 5ESS switch.
How It Works
The VU-ACD/100 interprets call event data sent over the MIS data link from one or more switches to provide call center managers with critical information necessary for proper management of the call center. One system can handle one or more centers, up to 4000 active agents.
Benefits
- Real-Time Management
- ACD Reports
- Optimize Customer Satisfaction
- Improve Resource Management
The VU-ACD/100 uses vivid color graphics to display ACD group and agent activity. The screens provide instant, concise easy to understand status information. At a glance, call center managers receive a complete view of the current activity in the call center.
VU-ACD/100 provides extensive data collection and storage for report generation. The database collects all the information a manager requires to measure a call center’s success to ensure service quality objectives are met. The system is capable of storing detail and summary data at five-minute intervals per half hour for a minimum of one year.
The VU-ACD/100 MIS helps manage and optimize call center activity.
Call to discuss your application or for a web demo.
Professional Telecommunications
Call Center Specialists
(800)647-7640
sales@ptelinc.com | 
