Call Center (ACD)

A service overview and catalog of Call Center (ACD) provided by the UC Berkeley IT Service Hub.

Description

Call Center Automatic Call Distributor (ACD) The ACD is a core contact center technology that automatically receives and intelligently routes incoming customer interactions (calls, chats, emails, etc.) to the most appropriate agent or department based on predefined criteria, such as agent skill set, availability, and customer priority.

It enables: Rapid connection to the right expert, minimized wait times, balanced agent workloads, and significantly improved first-contact resolution rates, leading to higher customer satisfaction.

Benefits & Features

Key Features:

Intelligent Call Routing: Directs incoming calls based on pre-defined rules such as skill set, availability, or priority, ensuring callers are connected to the right resource.
Customizable Call Flows: Supports department-specific call handling options, announcements, and menus to improve caller experience.
Real-Time Monitoring & Reporting: Provides live dashboards and detailed reports on call volume, agent activity, queue performance, and service levels through integrated tools such as Taske Reporting.
Voicemail & Overflow Handling: Routes unanswered calls to voicemail or alternate queues based on business needs.
Scalable Design: Supports single-department setups or complex multi-site configurations within UC Berkeley’s Avaya telephony infrastructure.

Benefits:

Enhances caller satisfaction by reducing wait times and misrouted calls.
Improves operational efficiency and agent productivity.
Provides actionable insights for staffing and performance management.
Ensures reliability and integration with UC Berkeley’s secure voice network.

Getting Started

To add, change or remove to this service, please submit the ACD Request Form.
Need help before submitting a request? Contact cns-projects@berkeley.edu for guidance on call flow design or service options.

Service Details

Eligibility	This service is available to Faculty and Staff
Contact	Technical Support: For troubleshooting or reporting a service interruption, please contact IT Support. Request the Service: To add, change or remove to this service, please submit the ACD Request Form.
Availability	Available 24/7. Support is provided Monday–Friday, 8:00 AM – 5:00 PM PT, excluding University holidays and curtailment periods.
Cost	Due to the variable nature of this service, please submit the ACD Request Form for a specialized quote.