No matter what your business, excellent customer service is crucial to your continued success. It not only increases customer satisfaction, but leads to repeat business and builds loyalty, which is what every business wants. In fact, according to Customer Service Manager.com, 91.5 percent of customers are unlikely to recommend your company after a bad customer service incident. Although customer service comes in many forms, at some point all customers call on the phone. It is at this point that the PARSA Automatic Call Distributor (ACD) begins your excellent customer service. By connecting your customer with the right department, agent or IVR application in the shortest possible time, you are delivering an exceptional experience to every customer who calls.
The PARSA ACD provides for both SIP and TDM support, so home Agents can be integrated on their home or mobile phones, or SIP User Agents. It not only offers the latest in system-level functions and features, but its Agent Screen interacts with the Agents to provide them with both the caller information and the information they need to manage themselves. Additionally, The PARSA ACD gives you multiple ways to keep track of what your Agents are doing and to manage their quality-of-service (QoS). Additionally, with the Supervisor-defined Dashboards, monitoring your PARSA ACD can be made to suite your definitions ACD General Activity, Skills Group, Agent, and Call Monitoring, Queue Service Levels, and Agent Supervision.