Cloud Contact Center
ACS helps you reimagine your customer experience and achieve
tangible business results. Our Intelligent Cloud Contact Center enables
you to engage customers on their channel of choice, streamline your
operations, and use the power of practical AI, automation, and the cloud to
increase your business agility and exceed your customers' expectations.
First Impressions Count
Your customers make important decisions about your organization based on how fast and how well they are treated when they call. When inquiries are handled quickly and efficiently – regardless of where your call center reps are located – customers keep coming back.

Managing Call Flow and Heavy Call Volumes
Reporting and Report Formatting
Real-Time Displays
Forecasting
Workforce Training and Management
Data Mining
Agent Productivity Tools
Agent and Queue Control
Intelligent Announcements
Chat, Email, and Fax Queuing and Reporting
Managing Call Flow and Heavy Call Volumes
Proper call flows are the basis of an effective contact center. If your incoming calls are not appropriately routed to the correct agent, your customers will become frustrated. Optimal call routing, also known as call flow, can radically alter your contact center for the better by ensuring that your customers reach the right agent the first time.
Reporting and Report Formatting
Contact center reporting assists businesses in monitoring agent performance, setting internal targets, and analyzing efficiencies in complaint resolution, response rate, and overall productivity.
Real-Time Displays
Real-time displays allow you to see what’s going on instantaneously in your business so that you can be sure that your callers are receiving the attention they deserve. With real-time displays you can monitor call traffic in the moment, allowing you to determine if calls are being handled correctly by your agents.
Forecasting
Contact Center forecasting is an important aspect of your business. It helps you to estimate contact volume and the number of agents you’ll require to handle that volume. Without contact center forecasting, your customer experience and bottom line will suffer.
Workforce Training and Management
Contact center workforce management ensures the right number of agents are scheduled at the right time. These days, with the expectation of 24/7 customer service, contact center workforce management is more important than ever.
Data Mining
With data mining, you can use your call center to collect and use information to your benefit. Call center data mining allows for better decision-making, security, and customer retention.
Agent Productivity Tools
Tools like Predictive Dialers, CRM integration, Interactive Voice Response menus, and Skills-Based Routing, all help your agents to remain not only productive but efficient as well.
Agent and Queue Control
Optimizing your Contact Center queues not only boost agent performance but also offer a more personalized experience for your customers. With IVR menus, your customers can quickly find the right agent for their query.
Intelligent Announcements
Contact Center intelligent announcements are the greetings and announcements that customers hear when they call in. You can customize your announcements and feature messages such as estimated wait time, music on hold, and information about your business.
Chat, Email, and Fax Queuing and Reporting
As opposed to a traditional Call Center (which can only communicate through calling), Contact Centers also offer chat, email and fax queuing and reporting, making your solution a more efficient way to connect with your customers.
Featured client success story
- "Having had exposure to ACS at other companies, I was delighted to see that the company commitment, passion and drive for excellence is still thriving." - American Cancer Society
- Fantastic installation by ACS! You made it easy for us to ensure that everything runs smoothly with our new Avaya system. Very professional, very helpful and always there when we need you. - Allstate Insurance
- It was terrific to work with an organization that was able to adapt to our needs so readily and effectively. Your installers were exceptional and showed a willingness to ensure that all users had a good understanding of the new phone system. - Harris Teeter
- We cannot thank you enough for the dedication and professionalism displayed by your entire team. The new phone system installation and training was a big success. All promises met and delivered. Thank you for all of your efforts. - Mitsubishi Industries
- The service your company provides is top quality – from initial request for info, to the proposal and execution. You understood our unique requirements and improvised when requested. Raytheon - Raytheon