Web Chat Queuing Cisco VPN Dialers Email Voice IVR ACD Intergration Predictive Dialers

Inbound Voice ACD:
EagleACD accepts toll-traffic on any area code line or any toll-free lines. Once a call is accepted, it goes through policy parameters, as defined by our customers. Calls can be sent to any PSTN, VoIP, or IP address across the globe. We can also design a system to direct overflow traffic to international, or home-based destinations. Some of our routing options include:

IVR – Account or ANI based.
Time of the day.
Percentage.
Account number-based priority.
Skill-based.
ANI-based.
Full control of traffic with on demand routing.

Web Chat:
Your company operators log into the EagleACD servers and the web page, so that visitors are able to communicate directly with the operators. Our solution also provides skill-based web chat, web chat queuing, and canned messages.

E-Mail:
EagleACD e-mail allows your operators to handle all incoming e-mails on a chronological order basis and routes messages accordingly to the next available operator – with all messages being queued at a central Eagle Facility.

Outbound:
EagleACD customers have outbound-dialing capabilities. Our system includes a full range dialing plan capabilities, allowing your organization to take advantage of EagleACD’s least-cost routing rules. This is especially important in an IP network that is integrated with a PSTN network through distributed VoIP gateways (calls are often less expensive when transported over IP’s and terminated at a PSTN network locally). Operators will also have the ability from both PSTN and IP’s, to dial and speak to their off-site managers or customers.

IVR:
EagleACD’s IVR system is a carrier-class voice- announcement and response system that is used for gathering call routing logic, as well as advanced customer self-service applications.

Multi Option Call Delivery:
EagleACD can deliver your calls to regular phone numbers (soft phones), CISCO IP phones, or any other certified SIP phones. Please contact us for a list of deliverable devices.

Predictive Dialing:
Outbound preview dialing campaigns can be conducted using the EagleACD system. Outbound calls can be inter-leaved with incoming calls in a single universal queue, by use of a skill- and priority-based routing. Agents have the opportunity to preview the call information (including screen-pop information), before the call is dialed. This feature provides for full blending between outbound and inbound calls of any media type.

Recording:
EagleACD captures all agent calls regardless of the media type, including telephone, e-mail, voice messages, chat, and internet voice. The chat calls include full transcripts of the text chat, along with the URL’s of pushed web pages. The e-mails include the complete thread of the e-mail interaction, including all agent responses and forwarded e-mails.