TOSHIBA STRATA ACD Manager helps any size contact center or group maintain service level goals by monitoring and optimizing call traffic for ACD (automatic call distribution) groups.

Every Call Counts
For any company, unanswered calls or busy signals can have a negative impact on sales and customer service. ACD Manager helps companies reduce hold time and busy signals and improve the level of service provided to customers. When agents are busy or hold times exceed the standard set by your company, ACD Manager intelligently looks ahead to other call groups and can automatically forward calls to an available agent instead of forcing the caller to voicemail or wait on hold. ACD Manager improves contact center operations and customer service by monitoring call volume and taking action when your company's service level standards are not being met.

Measure Up to Company Standards
Besides call volume, ACD Manager also monitors the status of agents and will take action if an agent misses a call or if too few agents are logged into a group. Once one of the service level limits is exceeded, ACD Manager will take an action on the event such as signaling an overhead pager, sending an instant text message, or providing the caller with a "Callback" option. ACD Manager provides an efficient way to monitor performance levels and take action to help maintain those goals.

ACD Manager provides contact centers with the resources needed to attain desired performance levels, maximize efficiency, reduce lost opportunities and improve customer service.