Database Systems Corp. (DSC) is a leading provider of call center technology including ACD (Automated Call Distribution) solutions. This technology encompasses ACD phone systems, ACD (call routing) software as well as ACD call outsourcing services.

The ACD typically work with DSC's award winning IVR (Interactive Voice Response) software. These products automatically answer incoming phone calls and intelligently process these calls.

The IVR in many cases can process the call without the need to transfer to an agent. Calls could be routed to the next available person who is available to answer the caller's question or can be intelligent enough to route the caller to a specific agent or group of agents with the skillset necessary to help the caller.

An ACD System generally process incoming phone calls on a first come / first serve basis. However, intelligent ACD's such as those provided by DSC can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script. Some ACD / IVR solutions enable input and responses to be gathered using voice recognition programs.

Contact DSC to learn more about our ACD solutions.

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The following are descriptions of the ACD solutions available from Database Systems Corp. These products have been developed by our experienced staff who have create numerous customer applications and systems.

ACD Services

DSC provides its clients with comprehensive ACD services at our secure and redundant call processingcenter. These inbound call handling services include the development of call routing and automated call distribution applications such as the following:

• Virtual Secretary - Automatically answer calls and route to appropriate individual or department.
• Virtual Help Desk - Accept incoming calls and answer caller questions or route to the agent with the skills required to satisfy the caller's request.
• Virtual Phone System or Virtual PBX - Computer phone systems that automatically answer calls and distribute these calls to remote agents or employees working from home.

ACD Software

DSC provides a robust ACD Software library for organizations that require complex ACD and IVR development. This Software Development Toolkit allows C/C++ programmers to create IVR applications on a wide range of Linux, Unix and Windows servers. Most IVR systems are built into the phone system or are self contained programs running on a separate system. The WIZARD and PACER IVR systems operate in a client/server environment.

You can design and develop your own phone applications using this comprehensive software toolkit. Alternatively, DSC can provide you with a custom phone application. These applications can be easily ported to our digital phone system when your call volume requires a larger system.

ACD Systems

DSC offers both analog and digital ACD phone systems with automatic call distribution (call routing) features. A simple ACD system (ACDS) processes incoming telephone calls on a first come first serve basis. The phone system typically answers each call and, if necessary, holds it in a queue until it can be directed to the next available answering service representative. When an agent becomes available, this representative serves the first caller in this queue. However, the phone system does far more than simply process calls in sequence.

Our PACER (digital) and WIZARD (analog) ACD systems manage multiple call queues, keep logs of call group activity, and monitor call activity such as call queues, agents, and on hold times. Depending upon user defined business rules, our automatic call distribution systems create different processing paths for different callers.

Contact DSC for a FREE analysis and quote and to learn more about our ACD products and services.