From the basics to the best,
the Telax ACD call center solution has it all.

  • Cloud-based, feature rich, easy-to-use system
  • Highly secure: PCI, DSS, HIPPA, SAS70, and more
  • Full reports suite and robust management tools
  • High availability architecture (multiple data
    centers & geographical survivability)
  • 99.99% proven uptime

Telax’s ACD Call Center solution increases
the efficiency and professionalism.

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Attack prioritization
from multiple angles.

Instead of just routing calls to individual agents in a queue, Telax’s cloud ACD can group agents or employees into teams within each queue. This allows the automatic call distribution systems to route incoming calls to an agent with the optimal combination of idle time and appropriate skills, while also factoring in caller priority. That means callers always get the most optimized customer experience and service to tackle their inquiry.

Our ACD Call Center solution is feature-rich.

  • Skills-based routing
  • Adaptive context-based and situational routing
  • Preferred agent routing
  • Last agent email routing
  • Agent proficiency weighting
  • Universal queue
  • Multiple call queues
  • Multi-location & at-home agent capabilities
  • Inbound / Outbound call blending
  • Private data collection
  • Native support for inbound / outbound
  • Call monitoring and reporting
  • Database connectivity
  • Call Recording

Your call center operations will benefit from these ACD benefits:

  • Intelligent Automated Call Distribution Intelligent Automated Call Distribution

    Intelligent Routing

    • Callers are routed to the right agents (in relevant groups) quickly and effectively. Callers are led through the process easily, whether they are coming through an IVR menu or they request a callback  via chat.
    • Telax uses its skills-based, group routing system to send callers to an agent with the highest relevancy and longest idle time. This provides a higher likelihood that callers will speak to an agent with strengths that will speak to their problem.


  • Automatic Call Distribution System Integrations Automatic Call Distribution System Integrations

    CRM & System Integrations

    • Telax’s ACD call center integrates with your CRM applications (e.g. Salesforce, Microsoft, Zendesk), your unified communications, and your case management system. This allows agents to quickly and easily access key information about each caller as they are pulled up from queue.
    • Seamlessly integrate Telax’s powerful IVR into your ACD call center functionality, both before and after direct contact with an agent. Telax software allows agents to re-route callers to IVR menus and then back again without the caller having to re-dial, and without losing the context of the call.


  • Multi-channel ACD solution Multi-channel ACD solution

    Channel Streamlining

    • The Telax universal queue helps agents power through callers, whether they are coming from chat, social media, IVR, or email.
    • Telax’s universal queue streamlines the multi-channel customer experience and provides a clearer picture of customer interactions by volume, duration, and channel.


  • ACD can improve customer satisfaction ACD can improve customer satisfaction

    Improved Agent Productivity

    • Call blending means your agents are never idle. When inbound calls are low, outbound calls can be automatically generated for a specified campaign. And when inbound calls pick up again, the dialer dynamically slows the number of outgoing calls to meet the inbound service level.


  • ACD Systems Privacy Features ACD Systems Privacy Features

    Enhanced Caller Privacy

    • While common ACDs use white noise to reach PCI compliance, Telax takes it a step further by using a private data collection IVR with agent connection. The ACD lets an agent send callers to an IVR so they can enter in their PCI sensitive info (like a credit card number). The agent is kept up to date on the caller’s progress through the application, and when input is finished, the ACD returns the caller to the agent uninterrupted.


  • Automatic Callback Feature Automatic Callback Feature

    Customer Service Consistency

    • If a caller doesn’t get an answer the first time, they can request the same agent upon callback. This provides a streamlined and more personalized experience for callers.
    • Cut down on caller frustration by implementing the automatic callback feature. The system will connect with a relevant agent before automatically calling the customer back.


  • ACD Call Center Metrics ACD Call Center Metrics

    Powerful Metrics

    • Operating a call center without leveraging metrics is a surefire way to miss the mark with your customers. Using a diverse group of data points, ACD call center metrics provide an in-depth look into what went right and what could have gone better.


  • High Quality ACD Call Center Solution High Quality ACD Call Center Solution

    Easy & Adaptable

    • What good is a high quality call center solution if no one can use it? Thankfully, Telax’s interface is specially designed for easy setup and navigation - even for non-programmers.
    • Create virtually any routing scenario in a few minutes with drag and drop icons. The easy to use interface means on-the-fly changes can be immediately deployed into your operations, so you can stay flexible and adapt as needed.


Discover how Telax can help optimize your ACD Call Center metrics.

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