ACD CTI IVR VoIP IP-PBX Email Management Predictive, Power, Progressive & Preview dialling Web Chat & Collaboration Call Recording & Quality Monitoring Browser Based WorkFlow & Scripting Transaction Recording Real-time and Historical Reporting SIP Trunking Telephony Services

IP Contact Centre Platform for Unified Customer Communications
Automatic Call Distribution (ACD)
Predictive / Power / Progressive & Preview Dialing
Interactive Voice Response (IVR)
Self-Service via Interactive Voice Response (IVR)
Voice Mail
Call Recording & Quality Monitoring
Online Email Management
Web Call Back
Web Chat
Web Collaboration
Browser Based WorkFlow & Scripting
Interaction History
Centric's Integration Capabilities
Reporting
Agent Interface
Supervisor Interface
Carrier-Grade Hosting and Multi-Tenancy

Centric Product Overview

Automatic Call Distribution (ACD) - CentricACD manages inbound phone calls by routing calls based on the dial number (DNIS), calling party (CLI), agent skills, customer profile, service levels or user-defined business rules.  ACD also offers overflow routing, call re-routing based on queue statistics, abandoned call recuperation and multi-site routing.