We are a call center and are looking for a powerful ACD system for the central control and distribution of incoming and outgoing calls in customer service. The ACD system should be implemented as quickly as possible.
The software we are looking for should meet the following requirements:
- General requirements
- Cloud-based or hybrid ACD solution (preferably SaaS)
- Scalability for currently 20 users, with the option to expand to up to 100 users
- Multi-client capability for mapping different projects or clients
- GDPR-compliant storage and processing of all data
- Web-based agent and supervisor interface (no local client required)
- Inbound functionalities
- Automatic call distribution based on skills, availability, and priority
- Queue management with announcement and callback function
- IVR for pre-qualification
- SLA-based routing rules (e.g., escalation when defined waiting times are exceeded)
- Live monitoring of queues and agent status
- Integration of customer data (e.g., from CRM) for caller identification
- Multichannel support (e.g., telephone, email, chat optional)
- Outbound functions
- Automatic dialing support (preview, progressive, and predictive dialers)
- Campaign management with real-time reporting
- Filter and segmentation options for call lists
- Compliance with legal regulations (Robinson list, time blocks, opt-in management)
- Integrated appointment management and callback planning
- Scripting function for structured conversations
- Connection to CRM or ERP for data transfer and feedback
- Reporting and evaluation
- Real-time dashboard for inbound and outbound statistics
- Export function for daily, weekly, and monthly reports
- KPI tracking (e.g., availability, call duration, success rate, abandonment rate)
- Supervisor access with rights management
- Call recording with optional quality monitoring
- Integration and interfaces
- Interfaces to existing CRM, ERP, or help desk systems (e.g., Salesforce, existing sales or marketing solution, existing customer support software)
- API interface for bidirectional communication
- Support for softphones and common SIP phones
- CTI functionalities (click-to-call, screen pop, etc.)
- Security and availability
- High reliability (at least 99.9% uptime)
- Two-factor authentication and role-based rights management
- Data encryption during transmission and storage
- Data center in the European Union (GDPR compliant)
- Support and training
- German-speaking support (Mon–Fri, 8 a.m.–6 p.m., optional 24/7)
- Provision of training materials for agents and administrators
- Optional onboarding workshops
The software workstations are currently designed for 20 users, with an option to expand to up to 100 users. Work is carried out in an MS Windows system landscape.