LightEdge Automatic Call Distribution and Call Center application provides an integrated, flexible ACD solution for any size business, supporting everything from individual users, to workgroups, to formal large-scale Call Centers.

Scalable
ACD groups are defined on the LightEdge HPBX platform, which allows for larger groups, groups that span multiple sites and agents that work in multiple locations.

Affordable
A hosted service, with an affordable monthly fee structure, allows small and mid-sized enterprises to access advanced ACD and reporting capabilities, without the high capital costs of an on-site solution.

Flexible
Enterprises can define ACD groups that best utilize their resources, instead of having to define ACD groups around physical locations. Define skill groups that include agents from any site, or include mobile users in ACD groups.

Key Features

• Web-based Administration – Configure and manage ACD settings from any location.
• Auto Attendant – Flexible routing of incoming calls to direct callers to the appropriate group of agents, or other options.
• Flexible ACD Engine – The automatic call distribution provides intelligent call routing and queuing, based on agent availability, line state, and ACD group settings.
• Entrance Greetings and Queue Announcements – Greet callers with a customized greeting, periodic comfort announcements, and Music/Video on Hold.
• Configurable Call Handling Options – Multiple options for bounced, stranded, or overflow calls, including escape option for callers.
• Alternate Routing Options – Multiple options for handling calls after business hours, on holidays, or in temporary overload conditions.
• Multiple Agent Options – Agents can be on legacy phones, IP phones, mobile phones, and soft phones.
• Basic and Advanced Reporting Options – The Call Center solution provides both Basic Statistics, using the web portal and daily emailed reports; or Advanced Reporting, with in-depth real time and historical reporting options.
• Desktop Clients – Optional desktop clients for Agents and Supervisors allow for more efficient call handling, particular in a high-volume call center environment.
  

Deployment Scenarios

Front Office Receptionist
Incoming calls are queued during busy hours, increasing customer satisfaction and maximizing Receptionist utilization. ACD group can include one or multiple Receptionists.

Small Workgroup
Introduce queuing to small business customers that previously only had basic hunting or simultaneous ringing of all lines, allowing calls to get through even during the busiest hours. Calls are queued in the service provider’s network, so bandwidth consumption is minimized.

Mobile Workgroup
Employees that are typically on the road can be included in ACD groups. For example, calls for service technicians can be routed to the mobile device of employees that are already in the field, when they are available to handle new customers.

Multi-Department Enterprise
An Enterprise with multiple departments (eg Auto Dealership) can route calls to the appropriate group (New Car Sales), and the appropriate employee within the group (most idle, ordered list, etc). If all employees are busy or don’t answer, calls overflow to another ACD group or a Receptionist.

Small Call Center
Small Call Centers, with phone-based agents, have access to sophisticated ACD functionality and reporting, at an affordable price. Auto Attendants direct callers to the appropriate group of agents. Agents can set their availability using phone soft keys. Supervisors can monitor the agents and queues with a desktop client.

Distributed Call Center
Call Center groups can span multiple sites, with home-based agents, remote agents, or ACD groups in different regions or countries. For example, implement around-the-clock coverage with a single queue that includes agents from multiple countries. The ACD group is staffed such that agents, working normal day shifts, are always available to answer incoming calls.

Large Call Center
Formal high-volume Call Centers, with 100s of agents, handling calls from multiple incoming numbers. Calls are directed to the appropriate skill group, and the appropriate agents within the skill groups. Agents utilize desktop clients, which allow them to quickly identify incoming callers, and quickly contact additional “experts” within the organization to ensure first call resolution. Supervisors
monitor real-time data on agents and queues, and can generate historical reports to maximize call center staffing and efficiency.