The TrueACD™ Summary
The TrueACD tour covers a lot of ground, but only starts to tell the whole story of what sophisticated ACD queuing can do for your company. Whether you want a more professional image, less waiting for your callers, better employee teamwork, or improved efficiency, TrueACD technology can help. And it’s only available with VirtualPBX® Service.
Don’t be fooled by competitors who claim to have ACD queues, when what they really offer is simple hunt groups. Here are some of the differences:
| True ACD Queues | Typical Hunt Groups | |
|---|---|---|
| Less Caller Waiting | Y | N |
| Know which employees are already on a call | Y | N |
| Allows employees to mark themselves unavailable | Y | N |
| Smart routing only to available employees | Y | N |
| Faster call answers | Y | N |
| Less idle time for employees | Y | N |
| Greater Teamwork | Y | N |
| Four queue routing options | Y | N |
| Load Balancing | Y | No, some have randomization |
| Even distribution of calls | Y | N |
| Equal use of all employees | Y | N |
| Skills based routing | Y | N |
| Agent ranking | Y | N |
| Best agents get more calls | Y | N |
| Hierarchy routing | Y | N |
| Allow managers and others to help when busy | Y | N |
| Overflow queues | Y | N |
| Allow groups to assist each other when load is heavy | Y | N |
| More Customization | Y | N |
| Easily adjustable limits for caller hold times | Y | N |
| Set limits for number of people on hold | Y | N |
| Lower costs with less holding | Y | N |
| Custom recordings, different for each queue | Y | N |
| Custom music for each queue | Y | N |
| Custom voicemail for every queue | Y | N |
| Call preview information | Y | N |
| Employees know which queue call is from | Y | N |
| Call screening | Y | Sometimes |
| Protect calls from being answered by someone else | Y | N |
| Easy integration into home environments | Y | N |
| Truly professional image for your company | Y | N |
| Better Management | Y | N |
| Presence management | Y | N |
| Employees can control their own presence | Y | N |
| Managers can control employee presence | Y | Manually add/delete phone numbers |
| Automatic routing based on employee presence | Y | N |
| Reduce caller hold time | Y | N |
| Real time queue monitoring | Y | N |
| Know which employees are taking calls | Y | N |
| Find out how long callers have been on hold | Y | N |
| See how long employees have been waiting for a call | Y | N |
| Employees can see a list of missed calls | Y | N |
| Reports and charts to help manage your business | Y | N |
So how can you tell if you’re getting an intelligent ACD queue or a “dumb” hunt group? Ask the service provider some of these questions:
- Can your “queue” technology automatically adjust for employees who are on a break and not route calls to them?
- If one of my employees is already on a call, will the queue still make the caller wait while it tries that employee’s phone number?
- Can I set up hierarchical routing that will automatically bring in extra resources when call traffic is heavy?
- Can I set limits for how long callers have to wait in a queue?
If the company you’re talking to says “no” or, worse yet, doesn’t even understand the question, hang up and call Virtual PBX. Give your business a professional voice.
