What is an ACD?

An ACD is a computer telephony function associated with automatic phone answering systems. Here is a common definition for this term:

“In computer telephony, an ACD (Automatic Call Distributor) is a system that automatically distributes phone calls to a specific group of agents.

ACD systems are quite often found in organisations that handle a large volume of incoming phone calls and where the caller has no need to talk to a specific person but does want to speak with a person who is capable of providing information and assistance.

Routing incoming calls is the task of the ACD system. The system consists of switching hardware, phone lines and routing software. The routing strategy is a set of instructions that tells the ACD how calls are handled inside the system.”

An ACD system generally processes incoming phone calls on a first come / first serve basis. However, intelligent ACD’s can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script. Some ACD / IVR solutions enable input and responses to be gathered using voice recognition programs.

“An automated interface between your customers and your business information systems”

An Introduction to IVR

Interactive Voice Response (IVR) systems act as an interface between your customers and your business information systems. Callers typically use touch-tone or speech recognition (depending on the application and environment) to interact with the system, retrieving and submitting data from databases and 3rd party networks.

These solutions are designed to make your business processes and communication more efficient – improving your customer service levels whilst simultaneously reducing your costs. IVR software enables companies to build custom systems, which can be used to provide automated self-service to inbound callers. IVR enables callers to interact more intuitively with automated phone systems, while at the same time providing significant cost reductions over human operators.

Organisations face a wide range of threats to their business continuity, some deliberately targeted and some as a result of external events. Increasingly regulators, investors and stakeholders are seeking assurance that companies have plans in place to minimise any disruption from unforeseen circumstances. It is an issue that organisations cannot afford to ignore.

Interactive Voice Response System is the generic term given to applications that integrate an organisation’s telephone and computer system to become a voice computer that transforms the caller’s telephone into a terminal capable of directly accessing information and services. IVR systems allow the publishing of corporate database information through an interface familiar to everyone: the phone. It is a database interface technology, combining computer telephony hardware (a PC or server with telephony interface cards) and software. It allows a person to ask questions and provide answers by pressing keys on their touch-tone phone.

With the IVR capabilities you can automate some or all of your customer interactions. IVR gathers customer information and matches it with data from back-office systems to fulfil customer enquiries or requests without the need to transfer to a live agent. Your customers can find quick answers to basic questions and avoid long hold times and your agents are afforded more time to handle complex, potentially revenue generating interactions.

Armstrong Communications recognise that mobility is all about how you need or want to work.

Armstrong provide a wide range of mobility solutions that are simple to use yet flexible enough to meet the increasing demands of today’s business.

From corridor warrior to road warrior, mobility solutions lower costs and deliver competitive advantages so you can attract and retain customers, stay connected and be green at the same time.

Personal Mobility

For workers who have too many phone numbers, voice mail boxes and devices, we offer Personal Mobility Solutions – one number, one message box and all the rich telephony features of your office are extended to your mobile device of choice.

Campus Mobility

Armstrong Communications offer a range of Campus Mobility Solutions improve the connectivity of your corridor warriors wandering from meeting to meeting, campus building to building, maximising efficiency and time to market.

Enterprise Mobility

Road warriors travelling from place to place, constantly on-the-go require constant contact and “in the moment” communications. Our Enterprise Mobility Solutions enable user and device presence anywhere, anytime, improving decision making and information sharing.

Unplanned business disruptions can undermine the consistency and dependability of communication

Disruptions to your ability to communicate don’t have to result from big events with big consequences. But they will happen and rapid solutions need to be planned in order minimise their impact.

Armstrong’s Business Continuity Solutions deliver a sound communications infrastructure to support business requirements for disaster recovery, business resumption and emergency preparedness associated with unplanned business disruptions. The three core areas of our Business Continuity Portfolio are:

• Business Recovery – Ensuring the reliability of the IP network to continue to work or recover rapidly during an unplanned interruption to business operations.
• Business Resumption – Assuring that business operations can continue to carry on seamlessly within specified recovery period timeframes.
• Emergency Response – In the event of an emergency related disruption ensuring that critical communications are supported throughout the crisis.

Armstrong is committed to enhancing workplace security and safety. In collaboration with our partners, we supply integrated and innovative solutions, levering technology from industry leaders. Armstrong makes it a priority to build long-term relationships with other companies to create better solutions for our customers.

Unified Communications

Unified Communications (UC) from Armstrong helps you respond to real world business challenges with solutions that drive productivity, improve performance and reduce costs.

Unified Communications is the next evolution of communications and related technologies. UC combines multiple IT capabilities, enabling an efficient approach to communicating that changes how individuals, groups and organisations conduct business — and provides key business benefits, including:

Lower communications costs

Improved employee efficiency and productivity

Enhanced responsiveness to customers, suppliers and partners

Streamlined IT management and lower total cost of ownership

Unified Communications – a Sensible Approach

Armstrong can help you plan and implement a phased approach to UC that will address the most important challenges faced by your business and deliver excellent return on investment. You can update your communications solutions over time and at your own pace, without disrupting or replacing existing infrastructure.

Integration with Industry-Leading Business Applications

Unified Communications solutions work with best-in-breed business productivity tools, such as Microsoft Exchange/Outlook, Office and OCS, IBM Domino/Lotus Notes and Lotus Sametime.

Efficiencies with Business Process

Our commitment to open standards simplifies the integration of your communications system with CRM, ERP or vertical applications, preserving your existing software investments and helping you transform your business processes to create a more efficient work environment.

Designed with the End-User in Mind

Armstrong Communications UC solutions are built on a foundation of simplicity and integrate the power of voice, e-mail, unified messaging, mobility, presence, conferencing, collaboration, applications and more — enabling faster, more effective communication.

It’s impossible to be in the office all the time, so it’s good to know that our remote working systems will enable you to work seamlessly from home.

It’s important to feel just as connected when you’re away from the office – whether that means sending emails, making and receiving phone calls or accessing internal files and documents. With our Remote Access and Virtual Private Networks, you’ll never need to experience any of the frustrations of home working again.

Armstrong have been supplying solutions for remote based staff since 1999. We have supplied remote worker solutions to customers in the travel, insurance, home improvement industries and also in the charitable sector. In addition to all the powerful PBX features we provide, all of the Call Centre Management information and Computer Telephony Integration features are available for remote workers and remote team leaders.

Armstrong have extensive experience in setting up, supporting (and managing, if required) remote worker solutions based on customer owned systems as well as many clients who rent seats on Armstrong hosted solutions, which we refer to as Virtual Call Centres (VCC).

In the VCC instance, customers never have to see or touch a PABX, but simply have the functionality and business benefits delivered to their users PC and any diallable telephone number.

We can deliver calls over ADSL, DSL, as well as ISDN, analogue lines and mobile phone. As long as your users can open up a web browser and receive a phone call at the same time, we can deliver a remote office solution. Because of our experience we are ideally placed to guide customers through the pitfalls of delivering acceptable quality calls at extremely competitive cost to their users, and can also provide a complete managed service Virtual Call Centre.