Call Centers | Contact Centers

Call centers, sometimes known as contact centers or ACD (Automatic Call Distribution), for an organization are often the most important economic function of the communications system, as they often serve as either  sales departments, or customer service departments. The functionality can be as simple as distributing incoming phone calls to a couple of people in a “hunt” group, to very complex systems that distribute voice, email, or chat sessions to skills-based agents. Oftentimes, these systems are integrated with CRM solutions such as Salesforce, and may have specialized routing rules based on VIP segmentation and hold times. While the complex systems are certainly available to large enterprises, Team One Solutions can provide this very sophisticated functionality even to small and medium sized organizations.

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