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Learn how and why a Hosted Solution is right for you.

 

Call Allocator

Call Allocator provides real-time load balancing across multiple contact centres for inbound calls so that they are handled efficiently and adhere to corporate business rules.

A Balanced Approach

Call Allocator optimizes the utilization of contact centre staff by balancing inbound call volumes according to a variety of criteria. It also balances the risk that your company faces if it were to face a disruption and not be able to handle calls at a particular location. Call Allocator is a key element in any business resiliency initiatives.

With Call Allocator, there’s no need to maintain extra phone lines & services in case of a disruption and your existing phone system infrastructure is not affected since it is a hosted service.

Business resiliency / business continuity:

calls can be re-directed in real time through the web-based administration interface from one contact centre to another or to the Virtual Contact Centre.

Improved staff & resource utilization:

direct calls to the contact centre best equipped to handle the calls based on the agents that are available

manage system upgrades and periodic maintenance without impacting the satisfaction of customers who will not know that their call has been re-directed.

Increased customer satisfaction:

all calls are answered rather than callers experiencing a busy signal.

 

Business Uninterrupted

Call Allocator is a necessity for any business that operates multiple contact centres. Key applications include:

Matching call volumes to staff levels across multiple contact centres,
Business continuity with Call Allocator used as a failover contingency the case of a disruption at any facility. When implemented with the Virtual Contact Centre, it’s business as usual even in the case of a catastrophic failure of all premise based equipment,

Follow-the-sun optimization whereby volumes are adjusted moving from east to west as the business day progresses so that contact centre staff utilization is optimized.

Features

Real-time load balancing, reporting and administration via secure web interface
Balancing based on percentage, time of day/week/year, country code, area code or exchange
Independent of telecom carrier or brand of on-premise equipment
24/7 availability
No CPE required
Optional multi-message capability for different audiences
Quick deployment & implementation with no hardware or software investment
Near real-time and historical reporting of all inbound activity
Integrates with the Virtual Contact Centre application for complete contact centre call management.

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When a standard PBX system makes sense

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