The 1Stream Inbound ACD for call centres

1Stream call centre software provides the feature rich functionality of the best on-premise call centre systems but without the long implementation times, maintenance hassles, and hidden costs.

The 1Stream Inbound ACD is the heart of the call centre and increases productivity by connecting the right caller with the right agent.  It ensures that incoming calls are routed to the right queue, priority and skills.  The ACD determines which agent should receive the next call and reduces wait time and increases first call resolution – this drives increased customer satisfaction and retention.

Benefits

• No capital expenditure on pay-per-use service
• No maintenance costs
• No upgrade costs
• No installation or integration headaches
• No training and administrative costs

Features

• Universal queues and routing rules for all media
• Unlimited queues and agent groups
• Web callback
• Intelligent priority handling
• Multimedia queuing
• Skills-based routing and priority queuing