What is Skype ACD?

ACD (Automatic Call Distribution) systems can intelligently route the calls to the agents based on their skill set and availability (round-robin, least recent, fewest calls, random, ring all). Unlike call hunt (where all numbers are called at once) and follow me (where numbers are called one after another), ACD systems can track the availability of agent's status and instantly route the call. If all of your agents are busy, the caller is kept on hold until an agent is freed up from the last call or a new agent logs in. ACDs are also referred to call queues.

ACDs using Skype account as an endpoint to receive calls is referred as Skype ACD.

Virtual Center, ACD with Skype

Skype Call Center offering from PBX+ can integrate with inbound and outbound both.

Skype for your inbound call center

Calls are answered by our voice driven assistant. Our system can understand caller's speech and you can automate the calls. Two levels of automation are recommended

• FAQs
  

  Most of the commonly asked questions can be automated using the FAQs IVR. Callers can simply say the reason they are calling. E.g. The caller could say "Billing" or even full sentences such as "I have a problem with my billing.". The system can play an automated message relevant to the keywords ("billing" in this case) by the caller.

• This eliminates most commonly asked questions 24/7 in the most efficient way increasing the customer satisfaction.

• Backend Integration

  Invox platform can integrate with your CRM, database and REST out of box. E.g. From the callerid of the caller or the account number entered on the IVR system, the system can search in your CRM or database to get more details such as last billed date, pending bills, status of the account etc. This information can then be played out automatically using our text to speech synthesis engine. You can even greet the callers by their name and play relevant message about the account. "Welcome back, John. Thanks for your recent payment on 12th December. At this time, there is no pending balance on your account."

• Calls which cannot be automated or the customers wishing to speak to agents directly can say operator to be connected to the agent.
  
  PBX+ allows ACDs (call queues) among your agents available on landline phones, Skype account or even SIP softphones. You can receive calls on Skype directly without requiring Skype In number. This allows your employees to be remote as well and helps your business cut down on the call center costs.

Screen Pops

Generic caller information such as location and even name and address (if calling from landline) can be retrieved from the callerid. This information can be pushed to the agent's screen. You can even elect to push customer's account information from your CRM, database directly on agent's browser. This information can also be pushed as an IM (Google Talk, Skype, Yahoo or MSN) to the agent.

Scripts

You can also elect to push queue specific scripts to the agent. E.g. Agent connected to a customer who asked for billing on the IVR can see billing related scripts popped up automatically.

For sales calls, you can guide the caller through a series of questions to help detect the right product or service to suit their specific needs. This guarantees your staff asking the proper questions to upsell your products.

Outbound Campaign

Campaigns related to outbound activity can be automated as well.

Automation

Campaign needing outbound calls to be placed automatically such as collection calls, outbound surveys, automated interviews, reminders etc. can be handled efficiently using our platform.

• Periodic Calls
  

  Invox can place a call periodically to automate your business. E.g. appointment reminder calls can be placed every morning confirming the appointments. You can upload a list of numbers, specify the time to call and the message to play. Invox can call the stipulated list at a specific time and play the message. It can play a different message on reaching voicemail and a different message for live person.
  
  To avoid manual uploading of calls each day, Invox can even integrate with your database or website (ftp) automatically.

• Conditional automation

  You can elect to automate calls based on a situation such as an emergency alert using our notification API. For e.g. you can have the system call your manager during a disaster.

• Backend Automation such as Collection Calls

  The service can call the customers and automate the call. For e.g. you can automate your collections by calling the customer and connecting to your collection phone workflow. The collections phone workflow can play the pending balance on the account (number coming from your website or database real time) and prompt the customer with his/her credit card. The system can then process their credit card and even update your database if the payment was successful.

Telemarketing Calls

Virtual call center offering can automatically call your customers from your CRM. At this time, Salesforce, Zoho and SugarCRM integration are supported. All the activity is tracked into the CRM automatically.

For customers not using a CRM, you can choose our online control panel to upload your list of numbers which keeps tracks of the calls.

Your agents will be provided a login screen. Once the agents are logged in, calls are automatically placed to the customers in the list.

The call disposition time (the wrap up time) can be customized before the next call is automatically placed.

Inbound Numbers

PBX+ supports toll-free and local numbers from 49 different countries.

SkpeIn numbers can also be forwarded to our Skype Virtual Call Center platform by pointing your forwarding number to our virtual skype account which handles your account.

For existing PBX or PRI users, we offer SIP trunking.

If you have a VoIP (SIP) number, you can register your number by providing the third party's registration details.

Benefits

• Accountability
  

  Virtual call center solution solves the most common issue with remote agents - the accountability. Since calls are automatically placed one after another, agents have high call volume activity increasing the overall efficiency of the business.

• Multiple Campaigns

  Agent can be assigned to more than one campaign and Invox can push the relevant customer information with the scripts to the agent's browser.

• Cheaper Costs

  Skype or SIP phones can bring the costs down.

• Call Recording

  Call can be automatically recorded even if the agent's elected end-point is Skype or SIP phone.

Further Advantages with Skype

• Works out of box
• Skype ACD can be setup in 15 mins
• Firewall issues are handled by Skype leading to lesser maintenance and client configuration for agents
• Agents can work remotely and no reconfiguration is required
• You can bring another Skype colleague on the call add-on