• ACD for Call Centers
• Speech Recognition Auto Attendant
• Fax and Department Router
• Interactive Voice Response (IVR)

The TM-2000 IP Platform consists of telephony integration cards and one Windows  PC server used as the controller.  The base system supports 8 incoming digital or analog lines and can be expanded to 24 lines on a single PC server.   And because S3 provides the hardware and designs the software, our customers are guaranteed a single source for immediate solutions to all their needs.

The TM-2000 IP Platform can be modified to create a solution for almost any environment, small or large, and can run multiple applications in a single hardware package or distributed across multiple servers.

The ACD for Call Centers

The TM-2000 IP ACD / Call Center is designed to be the primary point of contact your organization has with its callers, providing a quick and efficient method to obtain the person in your organization who is most qualified to handle callers’ needs.  With the tools provided in the TM-2000 IP ACD / Call Center, your organization will be able to find an ideal balance between staffing priorities and budget controls to deliver your ultimate goal:  optimal customer service at the lowest cost.

Its integral parts consist of Agents (representatives who answer the calls), Supervisors (people who manage the personnel and call flow), and hardware and software to distribute calls to the appropriate Agents.  The Agents use a PC to make themselves available, make inquiries and look up information for the caller.

ACD / Call Center Benefits

• Delivers caller satisfaction through prompt, professional call handling by routing calls to the appropriate Agent to handle the caller's needs
• Supports Agents in different buildings in a campus environment
• Measures the performance of the group and each Agent in the group with both historical and real-time reports
• Controls costs and increases profitability by using facilities and personnel more efficiently
• Works with existing phones and existing wiring
• Supports work-at-home Agents
• Combines ACD IVR and Voice Mail features all into a single server

ACD / Call Center Features

• Uses digital or analog integration to the switch
• PC-based, user-friendly interface with 8 to 24 ports on a server
• Remote administrative maintenance and control
• Assigns calls to Agents based on skills sets, caller ID, call reasoning and/or DTMF options
• Allows settable holiday routing and workday hour routing
• Provides management with call detail reports and vital call traffic statistics
• Ability for callers to obtain an Agent callback, thus allowing callers to speak with the Agent they have spoken with previously without having to wait in queue again
• Ability for a caller to leave a message (in WAV file format) requesting a callback that is queued and presented to an Agent
• Agents can handle queued callback messages when the Agents become available or mixed in with queued calls in the order the messages were received in the queue
• Full time Call Recording (with optional Agent SoftPhone or Agent console)
• Supervisor call monitoring of Agents (with optional Agent SoftPhone or Agent Console and Supervisor Monitoring Module)
• Computer Telephone Integration with caller ID screen pops and auto dialing (with optional Agent SoftPhone or Agent Console)
• Agent empowerment with knowledge base lookups from the Information Directory and Database Directories (with optional Agent Console)

Components of the ACD / Call Center

• The TM-2000 IP ACD / Call Center’s technology is a high performance, integrated, open system.  It is client-server oriented to allow it to be both scalable and flexible.

Call Processing Systems: It's Not Just a Call; It's Your Business!

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