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Overview:
Meridian 1 Automatic Call Distribution (ACD), a Nortel Call Center solution, enables distribution of incoming calls in the order of arrival to the first available agent or to the agent who has been waiting the longest. This balances the workload between agents ensures that each caller receives prompt and professional service. The Meridian ACD call center offers flexible ACD call routing and treatments, supervisor tools, agent capabilities and basic management functionality.
Key Features:
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Call Processing Features: Enable customization of ACD configurations to meet unique needs—handling high volumes of incoming calls and distributing them to answering agents or devices.
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Agent Features: Designed to ensure that customers receive the best possible service by providing agents with productivity tools.
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Supervisor Features: Enable administrative staff to monitor agents' work and provide agents with the support they need.
Features & Benefits:
Nortel Call Center solutions are ideal for any company that handles large volumes of incoming calls for numerous call center requirements, such as customer inquiries, products, services, and message taking. Meridian 1 ACD call center software can be broken down into three basic components delivering valuable features:
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Call Processing Features: Enable customization of ACD configurations to meet unique needs—handling high volumes of incoming calls and distributing them to answering agents or devices.
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Agent Features: Designed to ensure that customers receive the best possible service by providing agents with productivity tools.
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Supervisor Features: Enable administrative staff to monitor agents' work and provide agents with the support they need. Supervisors can access current status displays, as well as historical information collected by the system, in the day-to-day management of call center operations.
Working in concert, the various Meridian 1 ACD features not only save time and money, but can help generate new revenues by increasing customer satisfaction and encouraging repeat business.
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