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ACD OVERVIEW ML

The most powerful solution your Customer Service needs

Imagicle Advanced Queueing is the solution that lets you manage auto-attendant menu with advanced queuing, sending calls to different operators based on their status, letting you analyze queues in detail thanks to advanced statistics.

Works with or without Imagicle Attendant Console (client PC) for help desk and operator desk services. 

 
Overview Live Tabs
Link 3 suite

available
Cloud
Hosted
On Premises
 
Content App
WHY YOU NEED ML

Don't make your callers wait.

Every moment counts. Welcome them right away.

Time spent on hold is time during which your clients form their first impression of the company.
 A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided. Queue Manager Enterprise simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.

Don't make your callers wait.

Every moment counts. Welcome them right away.

Time spent on hold is time during which your clients form their first impression of the company.
 A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided.

Queue Manager Enterprise simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.

WHY 1ML

All clients get the answers they expect

Automatic Call Distribution

Thanks to the auto-attendant capabilities (optional module) and the waiting queues supporting different distribution algorithms, calls are sent to specific queues where the most appropriate operator (skills, importance of the client, availability and other criteria) answers the client's request as quickly as possible.

Automatic Call Distribution
WHY 2 ML
Automatic Call Distribution

Personalized welcome messages in different languages depending on the time of day

Automatic Call Distribution

The application includes professional messages in six languages (English, Spanish, French, German, Italian and Arabic) plus hold music.

Can be configured according to time of day or holidays, with specific treatment for when offices are closed (e.g. transfer to voice mail). Each queue can have its own language and the messages can be easily customized with a new audio file.

QUEUE POSITION

Let your customers know their position in the queue.

Automatic Call Distribution

When someone calls, an automatic message informs the caller of his or her place in the queue.
Your customers will have an idea of how much time they have to wait setting the right expectations and avoiding disappointements.

Automatic Call Distribution
IVR MODULE

 

Empower your customer service
with auto attendant features integrated with QME.

 

IVR - Auto Attenant ACD

 

 

 

Auto Attendant Module is natively designed to work with the Imagicle Queue Manager Enterprise to provide a complete Customer Service solution.

The Auto Attendant Module allows to associate the selection made by the customer to a specific queue set up in the Advanced Queueing, where, according to different distribution algorithms, the most appropriate operator will answer in the shortest time possible.

 

You can also trigger the Auto Attendant service only in the case when no operator is available on the queue, in order not to let the customer waiting too long without an answer.

 

WHY REPORT

If you can't measure it, you can't improve it

Automatic Call Distribution

Measuring performance has never been simpler: pre-configured reports let you analyze volumes per queue, hold times, distribution per result (dropped, outside business hours, served, etc.), average call management times, distribution of calls per operator, and much more.

You can also schedule reports to receive them regularly directly in your e-mail. 

Automatic Call Distribution
Why 3 ML
Automatic Call Distribution

Monitor service levels in real time

Automatic Call Distribution
Using the Imagicle Supervisor mobile app or directly from the dashboard in Imagicle Attendant Console, you have complete and up-to-date control of queues and operators so that you can intervene in the event of a disruption.

You know exactly how many operators are available for each queue, how many are taking calls, average response times, how long they stay logged on, how long they are on the line, and much more. 

SUPERVISOR
Imagicle Mobile Apps -  Supervisor


Always under control

Imagicle Mobile Apps -  Supervisor


Imagicle Supervisor is the free mobile client solution of Queue Manager Enterprise and together they can take your Customer Service to the next level.

Imagicle Mobile Apps - Supervisor
WHY 4 ML

Ideal for any operators

Automatic Call Distribution

Ideal with Imagicle Attendant Console to interact with queued calls, selectively log on or off queues, automatically or manually put calls on hold, display the call list per queue with hold times and much more.

Plus, thanks to integration with Imagicle Advanced Directory, you see the caller's name and number and can give preferential treatment to certain clients (VIP).

 

Automatic Call Distribution
Content App
Unified Communications

Thousand of happy customers.
Unified Communications

 

 “The tools integrated perfectly with the Cisco platform, providing operators and customers with an effective and rich calling experience” 

Joseph Mullany - Project Manager

Deliver with integrity, drive for results, keep people at the center, exceed expectations: here are the cornerstones of Janney, US financial company committed to providing individuals, families, businesses, and institutions with tailored financial advice. That's why it needed a reliable and safe call and contact management system able to speed up the work and offer maximum efficiency and quality to both operators and customers.

Find out how Imagicle Attendant Console with Advanced Queuing and Advanced Directories revolutionized Janney's communications system and boosted customer service quality.

Case History >>

 

Imagicle


Janney

Legal firm

www.janney.com


Imagicle ApplicationSuite
for Cisco UC
 

Attendant Console with Advanced Queueing 
Advanced directory


Platform: Cisco CUCUM 11.5

 

With over $5 billion in sales and a portfolio of some 1,000 products, one of the three largest pharmaceutical firms producing generic drugs in the world chose Imagicle to manage its incoming calls.

Mylan chose to improve its customer service by providing its operators with the Imagicle operator's solution paired with the ACD solution to correctly direct calls received from the Cisco UCM system.

Missed calls have been eliminated and the time customers spend on hold significantly reduced.

 

Imagicle


Mylan Inc.

Pharmaceuticals

www.mylan.com


Imagicle ApplicationSuite
for Cisco UC
 

Operator Desk
ACD


Platform: Cisco UCM

 

 “In the past we happened to miss up to 100 calls in a day. Today, thanks to Imagicle, that's just a bad memory.” 

Valeria Rosselli - Rajapack CFO

Part of RAJA group is the Europe's packaging number 1 distributor offering the highest range of packaging products. Implementing Imagicle they reduced missed calls, up to 100 in a day, and the operators can finally welcome customers with a smile, resulting in an increased production.
 

Case History >>

 

Imagicle


Rajapack

Distributor

www.rajapack.it


Imagicle ApplicationSuite
for Cisco UC
 

Attendant Console
ACD Advanced Queueing
IVR Auto Attendant
Speedy Enterprise


Platform: Cisco BE6000

 

 “We chose Imagicle for our operator's workstation, but appreciated it for the entire suite and for the support.” 

Matteo Briotto - IT Manager

For over 50 years, Gabriellie has been selling and processing steel in Italy.
With six different companies, over 180,000 sq. m of industrial plant throughout northern Italy, the entire group now employs over 1,200 people.

When switching to Cisco UCM 9.1, it was natural to choose Imagicle solutions because they guaranteed Gabrielli would receive all the functions it needed while improving those of UC without compromise.

Case History >>

 

Imagicle


Gruppo Gabrielli Spa

Processing steel

www.gruppogabrielli.it


Imagicle ApplicationSuite
for Cisco UC
 

Operator Console - ACD
Advanced directories
Audio Skype Gateway
Accounting & Billing


Platform: Cisco UCM 9.1

TECH SPECS ACD
en-USit-ITfr-FRde-DEes-ES