SoftQueue ACD for Cisco UCM

Improving Contact center operations is a daunting challenge as companies wrestle with disparate technologies, information integration, and increasing labour costs, which, if not managed successfully, will lead to operational inefficienies, higher cost, and last but not least – customer dissatisfaction! 

TeamView® ACD queue provides a Soft ACD with Skilled Based Routing, and various queue messages/music that guarantees that the customer is answered within the agreed service-level, and all calls are distributed fair among the employees, with respect to their skills.