Multi-Channel IP ACD with Universal Queuing
CentricACD
CentricDialer
CentricIVR
CentricCorder
CentricEmail
CentricWeb
CentricAgent
CentricTracker
CentricVoIP
Centric IP Integration
CentricAdmin
CentricReport

Product Information

CentricACD

Centric lets businesses serve and manage both telephone callers and web callers in a single integrated environment - all without any circuit-switching. Centric uses the switching capability inherent in its IP backbone network, and the intelligence for the automatic distribution resides in the ACD Server.

The ACD (Automatic Call Distributor) Server, the core component of Centric, manages calls, queues, CSRs, agent groups, teams, skills, and priorities. This is a full-featured, high capacity ACD, capable of managing thousands of CSRs, and of organizing calls into any number of Queues. CSRs are organized into Agent Groups with customer-defined many-to-many relationships between Queues and Groups. Call Requests and Agents are complete and independent objects which are defined by attributes and properties which the ACD uses to determine queue configuration and processing.