1. Cloud-Based ACD/IVR & PBX: What are the Advantages and Differences
Steve Pulley | |
How in the World is the Cloud Going to Help Me
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2. What is Premise

4. What is Cloud Technology?

5. Cloud Advantages Scalability Flexibility Remote Agents Reporting
Redundancy
Lower Up Front Costs

6. Private Telephony Exchange
What is PBX
Private Telephony Exchange

7. What does a PBX Do? Puts on Phone on the Desk Hardware phone or
Softphone
Provides Dial Tone
Extension Dialing
Voice Mail
Call Transfer
Conference Call
Company Directory
Reporting
Call forwarding
Follow me
Under lying technology Broadsoft

8. What is ACD & IVR Automatic Call Distribution
Interactive Voice Response
PBX came first
This new technology lead to the explosion of 800 number call centers

9. What does a ACD/IVR Do? IVR is a Automated System
No live person answers the call
ACD Works with IVR to Route Calls
Delivers the call to the best skilled individual
Full Reporting
Average Answer Time
Abonnement Rate
Time in Queue
So instead of calling to talk to a specific person I am calling in to get information/service

10. What does a ACD/IVR Do? Agent Reporting Real Time Availability
Time Spent on Different Activities
Delivers the call to the best skilled individual
Call Scripting
Remote Capability
So instead of calling to talk to a specific person I am calling in to get information/service

11. What is your Call Flow. ACD/IVR.
IACD/IVR dials the Agents 10 digit DID or extension and the switch passes the call through to the phone
Reporting and management access to real time reports is via internet access to the inContact application
Your PBX
What is your Call Flow. ACD/IVR.
Supervisor

12. Over Lap ACD/IVR Call Recording Reporting VoIP
So instead of calling to talk to a specific person I am calling in to get information/service

13. Brick & Mortar Option 1: TDM
PBX

14. Brick & Mortar Option 2: SIP
PBX
Internet
VoIP

15. Brick & Mortar Option 3: Hosted PBX

16. QUESTIONS?