Complete in-bound ACD service with multiple call queues, call recording and live monitoring Zero upfront hardware investment Enable "virtual" call center workforces seamlessly Revolutionized unlimited service suite Call recording Live call monitoring Supervisory modes: silent listen, whisper, barge-in Detailed call reports Collaboration features including Desktop Sharing and Remote Desktop Access

Advanced ACD Features

ACD Call Queuing

Call Recording

Real-Time Reporting

Advanced ACD Features

WorldSmart's enterprise-wide ACD is tailored to serve the SME market, where all of the upfront capital and management cost is removed from the customer. Running over PanTerra’s award-winning on-demand SaaS platform, your agents can be located anywhere in the world and still be part of your call queue. PanTerra enterprise-wide ACD provides advanced live monitoring features with options of listening, conferencing and coaching. Silent mode allows a supervisor to listen to an agent's current call with a customer. Whisper mode allows that same supervisor to whisper into an agent's ear without the customer hearing. Barge-in allows that supervisor to break into a live call to chat with the current customer. All these modes can be activated for all calls, at random or at regular intervals. Your call center supervisors or administrators can monitor agents’ calls to ensure better performance and superior customer satisfaction.

ACD comes with Live Monitoring, Call Recording, Whisper, Barge-in and Silent Modes

WorldSmart CallCenter's ACD key features include:
	Intelligent dialer
	Call center real-time reporting
	Logic-based routing
	Music on hold and recorded messages
	ACD live monitoring
	Silent/whisper/barge-in mode
	Call queuing
	Enterprise-wide automatic call distribution

ACD Call Queuing

CallCenter's ACD call queuing is a sophisticated queuing system that enables your call center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. WorldSmart's ACD call queuing is user-friendly and offers web based access to easily setup and customize it to fit your business needs, such as setting up multiple call queues.

WorldSmart CallCenter's Call Queuing key features include:
	Automatic answering
	Music on hold
	Web-based management
	Call queuing on/off configurability
	10 call queues included (more available as add-ons)

Call Recording

WorldSmart's call center service improves the quality of customer service and agent training with a centralized recording service in three different patterns determined by your preference – dynamic, random and regular. Dynamic call recording is agent specific and records during the course of a call conducted by a particular agent. Random call recording is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded. Regular call recording is used to record all calls in a certain queue or to a certain agent. Call recording can be easily turned on or off at a user-friendly agent or admin dashboard.

WorldSmart CallCenter's Call Recording key features include:
	Dynamic call recording – is agent specific and during the course of a call conducted by a particular agent can be recorded.
	Random call recording - is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded.
	Regular call recording - is to record all ACD calls in a certain queue or a certain agent.

Real-Time Reporting

Enterprise-wide ACD provides sophisticated real-time reporting and is available from the easy to use browser accessible administration portal.

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