Meridian 1 Automatic Call Distribution (ACD)

What is Automatic Call Distribution (ACD)?
Basic ACD processes telephone calls on a first come, first served basis. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent. When an agent becomes free, he or she services the first caller in the queue.

The concept behind Meridian 1 Automatic Call Distribution (ACD) is that incoming calls are distributed in the order of arrival to the first available agent or to the agent who has been waiting the longest. Balancing the workload between agents insures that each customer receives prompt and professional service.

Meridian 1 ACD does far more than simply process calls in sequence. A system can offer different kinds of treatment to different callers. People calling long distance, for example, can be given priority handling. Or customers placing orders can be distinguished from those seeking technical support.

However your system is configured, the ultimate goal is to serve every caller quickly and efficiently in order to meet customer service expectations. Those who do wait in a queue can be reassured with recorded announcements and/or music, and thresholds can be programmed into the system to minimize delays and divert calls to alternative queues to ensure that no one waits too long.

Meridian 1 ACD call center software can be broken down into three basic components: call processing features, agent features and supervisor features.

Call Processing Features:
enable you to customize ACD configurations to meet your organization's unique needs, handling high volumes of incoming calls and distributing them to answering agents or devices.

Agent Features:
are designed to ensure that customers receive the best possible service by providing agents with productivity tools.

Supervisor Features:
enable administrative staff to monitor agents' work and provide agents with the support they need. Supervisors can access current status displays, as well as historical information collected by the system, in the day-to-day management of call center operations.

Features & Benefits

Superior Call Center Technology
Nortel Networks easy-to-use ACD technology brings the full array of ACD features to every answering position.

• Both agents and supervisors use the flexible Meridian digital ACD telephones, with built-in displays, add-on key modules, optional data adapters and a choice of standard headset connections. Additionally, single-line telephones can be assigned as agents, and can access ACD features by dialing codes.
• Meridian MAX can be integrated with the Meridian 1 communications system to control the collection of call center data. Supervisor work stations - either video display terminals or personal computers - can access real-time statistical displays and comprehensive ACD management reports.

Choosing the Right Solution
A key priority of Nortel Networks ACD product development has been to build on the proven success of their large-business solutions. They have reconfigured technology and repackaged software features to make call centers easily affordable for organizations of all sizes.

In today's marketplace, call centers may be described using three variables:

• Size, which is determined by the number of queues and ACD agent positions
• Scope, or the market being served (regional, national or global)
  Complexity of the call center
• By using these variables as a guide in describing your own call center, you can readily determine which Nortel Networks products will best suit your needs.

Packages for Every Business
Meridian 1 ACD is available in incremental software packages. You can limit your initial investment to the functionality you need, then move smoothly to more sophisticated features as your organization grows.

Package A:
Provides the basic ACD system architecture and call handling features. It is intended for relatively straight-forward ACD applications - message center, for instance, with minimal call answering requirements.

Package B:
Has additional agent features and supervisor monitoring capabilities. It is recommended for environments that require greater flexibility in call handling, as well as more detailed system supervision.

Package C:
Includes a basic complement of management reports, as well as a continually updated status display that shows how the ACD system is performing. The software also supports a Load Management feature, which enables supervisors to reconfigure the system for optimum efficiency as business conditions change.