Meridian 1 ACD

Description:

Nortel Networks Call Center solutions are ideal for any company that handles large volumes of incoming calls for numerous call center requirements, such as customer inquiries, products, services, and message taking.

The concept behind Meridian 1 Automatic Call Distribution (ACD) is that incoming calls are distributed in the order of arrival to the first available agent or to the agent who has been waiting the longest. Balancing the workload between agents insures that each customer receives prompt and professional service.

What is Automatic Call Distribution (ACD)?
Basic ACD processes telephone calls on a first come, first served basis. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent. When an agent becomes free, he or she services the first caller in the queue.

Meridian 1 ACD does far more than simply process calls in sequence. A system can offer different kinds of treatment to different callers. People calling long distance, for example, can be given priority handling. Or customers placing orders can be distinguished from those seeking technical support.

However your system is configured, the ultimate goal is to serve every caller quickly and efficiently in order to meet customer service expectations. Those who do wait in a queue can be reassured with recorded announcements and/or music, and thresholds can be programmed into the system to minimize delays and divert calls to alternative queues to ensure that no one waits too long.

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