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Embedded ACD for the UNIVERGE SV8100
Designed specifically to work on NEC’s UNIVERGE SV8100, the embedded ACD’s unique integration is the result of a voice processing system merging with a communication system. This seamless integration makes the SV8100 ACD easy to program and maintain.

Intelligent customer service
Boost customer service and agent productivity by routing calls based upon which inbound line a call is received, what line has the longest idle and the time of day the call is received. Users can also provide select customers with a special incoming line to call.

Real-time desktop interface display
Real-time display provides a simulated wallboard. It instantly provides supervisors with both queue threshold and agent information on their PCs. Supervisors and authorized agents can use the agent desktop GUI to text message important information to agents or groups. Instant information improves agent performance and reduces training time without increasing business costs.

Valuable information at your fingertips
Agents and supervisors can retrieve statistical information from the SV8100 ACD by simply pressing a telephone button. When queued callers or caller hold times exceed a pre-determined threshold, the system automatically sends alerts to agents’ and supervisors’ telephone displays. Additionally, the wide range of user-defined reports provided by the SV8100 ACD can be scheduled or printed on demand in graph or text format.

Enhanced efficiency
The SV8100 ACD can be configured to enable callers waiting in queue to dial another extension, ACD Group, or voice mail box during message playback. Callers presented with customized choices tend to be more satisfied with the level of service received.

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