UC Automatic Call Distribution (CallCenterWorX®-ACD)

Improved management for more responsive call center experiences

UC Automatic Call Distribution

Speed & Effectiveness

UC Automatic Call Distribution (UC ACD) from NEC helps contact centers operate more efficiently by promoting quicker and more attentive customer service.

Adaptive, customizable features help to ensure calls get handled in the shortest amount of time possible by directing them to the most appropriate resource available resulting in fewer dropped calls and greater caller satisfaction.

NEC's UC ACD offers

  • Smart direct routing for faster and more appropriate attention; right sized based on available resources.
  • Pre-specified queuing for purpose-based call management.
  • Prioritization of calls based on longest idle time and time of day.
  • Multi-split functionality to rapidly adapt to changing work conditions and caller activity.
  • An easy-to-use graphical user interface that makes routing adjustments simple and provides online help as needed.

Added Capabilities

UC ACD integrates with other NEC UC enterprise contact center solutions to dramatically increase agent productivity and to also meet a contact center's evolving needs, such as:

Global Navigator
Allows supervisors to track agent performance and review call activity across multiple touch points.
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UC Agent
Provides call center agents access to tools and unified communications features right on their desktop.
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Agent Anywhere®
Enables networked yet dispersed agents to function and operate as if in one centralized location.
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UC Interactive Voice Response
Offers customers a choice in how to connect and be contacted so agents can deliver exceptional service.
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