paper -
99 Living in an ACD World aka Stopping the Voice Mail Madness
Jen
Whiting, Princeton University
After a recent ACD Implementation at Princeton
University's CIT Help Desk, we reached many of the goals we had hoped for from
an ACD world. We noticed our consultants are actually talking to customers
instead of voice mail boxes, customers like seeing stats about how busy the
Help Desk is, and they even like our hold music!
If your organization is considering installing an ACD,
come chat with us about our experience. We are running a Cintech ACD from GTE,
have a Norstar voicemail system and also run a web interface (InFocus) to the
ACD from Cintech Tel Management.
From programming phones to setting up transfer DNs, we will be happy to share the experience we had with GTE, the highs and lows of the system, reliability, what kind of hidden charges there were, how this has changed the way we interact with our customers, group set-up, agent training, staff buy-in, phone choice, satisfying manager's with daily statistics and how we transitioned from a non-ACD Help Desk to one which runs with an ACD.