Aspect ACD

At The Connection®, we use the Aspect Telephone switch, which is known as the premier switch in the telecommunications industry. The Aspect Telephone switch utilizes leading-edge technology when routing combinations of simultaneous calls to the agents.

The Aspect ACD intelligently handles all call routing by sending each call in sequence to the next available agent that has the proper skill level and training to take that specific call. By utilizing skills-based routing capabilities, the ACD is designed to direct groups of calls to specific agent groups based upon DNIS digits.

Our ACD in Burnsville can instantaneously deliver calls to any call center agents in any of our call center locations using our 2,200+ telephone lines. We have automated call routing programmed in our ACD to ensure that, in the event of a T1 outage, calls are delivered to all properly trained call center agents regardless of call center location. This automated call routing across all locations allows us to effectively load balance calls while our immediate response team, which is available 24x7, works with the network providers to ensure rapid recovery of the T1 service.