Virtual ACD

To effectively manage your home-based agents and call center agents at multiple locations with greater flexibility and control, hosted Virtual Automated Call Distribution systems (or Virtual ACD solutions) from West Interactive offer a total turn-key solution.

To learn more how Virtual ACD technology from West Interactive can allow your organization to realize greater cost efficiencies and see significant increases in call handling capacity:

• Contact us online or
• Speak to a sales representative at 1-800-841-9000 (or 1-402-963-1300 for callers outside of the United States).

The Efficiencies of Virtual ACD

As the nature of business changes, more flexible options are becoming available to allow companies and their employees non-traditional working arrangements that often lead to greater employee satisfaction as well as cost efficiencies for companies. One such option is in creating a distributed call center workforce.

Managing a workforce that extends to any corner of the globe can be a tricky proposition if you don't have the proper management tools in place. Hosted Virtual ACD solutions from West Interactive offer unprecedented flexibility for organizations interested in automated call distribution systems. With our Virtual ACD solutions, your organization can:

• Integrate with West Interactive's Cutting Edge Technology
• Bring Voice and Data to Agents Located Across the World
• Minimize Expensive Infrastructure Upgrades
• Realize Greater Return on Investment for Current Personnel

Since West Interactive's Virtual ACD is an extension of our existing Interactive Voice Response (IVR) platform technology, we can deliver seamless integration with a host of our other technologies, such as Computer-Telephony Integration (CTI), speech recognition technology, text-to-speech solution--all in a fully redundant system.

Powerful Features of Virtual ACD from West Interactive

Different businesses have different needs and different combinations of needs from their automated call distribution systems. Virtual ACD solutions from West Interactive offer a host of powerful features that businesses of all types will find useful and are designed to provide greater efficiency and control for our clients.

• Manage Calls with Intelligent Call Routing - With call center agents located in homes and offices around the world, there is potential for separation. A hosted Virtual ACD solution from West Interactive, however, allows you to view your entire workforce as a single unit and gain greater efficiencies via our Agent Information Server (AIS) platform. By taking into account predetermined parameters, automated call distribution systems route callers to the appropriate agent quickly and seamlessly. Your customer care agent could be across the hall or across the world; with West Interactive's Virtual ACD you'll see no difference in how calls are treated, nor will your customers.




• Agent Provisioning - West Interactive's Virtual ACD solutions incorporate a detail-oriented agent provisioning system. By documenting provisioning activities, companies can easily manage their workforce from afar. From performance data and certifications to schedule information and skill sets, an agent provisioning system helps ensure agent integrity regardless of location or level of direct supervision.




• Hosted Agent Desktop - Virtual ACD solutions from West Interactive feature a fully-configurable Java-based agent desktop environment (JADE) designed to run a wide array of soft phone tasks, which include:
  
  
  • Login/logout
  • Make Busy
  • Make Available
  • Conference
  • Transfer
  • And more
  
  For efficient and consistent call dispositioning, our hosted agent desktop environment can be used to integrate client and 3rd-party databases as well.




• Agent Scripting - As part of the JADE desktop environment in our Virtual ACD solutions, our clients can easily write, and rewrite, agent scripts as often as they find necessary. This call scripting feature is HTML-based, allowing changes to agent scripts to be as simple as posting new HTML documents.




• Backend Database Integration for Clients/3rd Parties - To be a seamless extension of your current systems, Virtual ACD solutions from West Interactive interface with client and 3rd -party databases to realize a significant transfer of information to the agent desktop. Having more than 100 remote interfaces, our well of experience runs deep in XML, SNA, TEP/IP, Tuxedo, MQ and other transaction layers.




• Quality Control - Automated call distribution systems, by their nature, create time efficiencies; however, having an efficient Virtual ACD solution means nothing if you can't use it to better your call quality. West Interactive's Virtual ACD systems record the voice portion of every call. Further, we can record voice and data for a certain percentage of calls as well. This element of data capture ensures your organization can use its Virtual ACD solution to run quality control within minutes of a call's completion.




• Thorough Reporting - Hosted Virtual ACD solutions from West Interactive provide an Agent Interaction Center (AIC) that is completely web-based. Real-time reporting provides a logical breakdown of agent activity in an intuitive interface, allowing you to instantly make changes to all of your vital performance metrics.

Getting Started with Virtual ACD

It is estimated that more than 50% of all workers in the United States will be working at least two days per week outside of the office. To manage that type of workforce, you need a flexible Virtual ACD solution and exceptional support from a leader in the industry. Contact West Interactive today and learn how the right automated call distribution systems can make a difference in your organization.

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