This option also minimizes the risk of needing to switch providers in the future, as cloud systems are able to adapt quickly to changing technology. This route will allow you to choose either a standalone platform or a system with IVR/ACD technology built in, depending on your unique needs.
#CALLCENTER ACD UPGRADE#
If you are running premise-based software, you may find that to truly achieve your IVR/ACD goals, you will need to invest in a full upgrade to a cloud-based technology system. Depending on the age of your current system, upgrades to the IVR/ACD software may outpace your system’s capabilities as the code development will be geared toward more modern cloud systems that rely on increasingly advanced AI. This option is often sufficient to achieve your desired outcome, but in many cases it can be temporary. The Q-Suite provides one of the finest ACD for any call center software and is specifically designed to run on Asterisk. There are also many standalone IVR/ACD solutions that can be added to your existing call center software system. Automatic Call Distribution (ACD) refers to the ability of the call center software to manage, route and handle interactions. However, your options will be somewhat limited and it’s unlikely you’ll be able to implement many advanced functions. Depending on your needs, you may be able to utilize your system’s current capabilities to achieve your goals. Many contact center solutions, even older on-premise solutions, have IVR/ACD technology built into the platform.
There are a lot of options when it comes to adding or upgrading IVR/ACD solutions, both in terms of the vendor and system implementation.
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