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eACD Service Tiers Comparison Chart

Two levels of service are offered to accommodate standard through complex requirements.

Level Description of Service
Menus Skill based routing Queue Announcements Reporting Leverage
Standard: 1 to 3 yes queuing of calls from menus to most idle agent 2 to 5 (30 seconds max per announcement) offered with CMS Supervisor license purchase

leverage IP agent SoftPhone

no custom holiday or emergency shutdown

Enhanced (EAS): Expert Agent Selection

yes

yes:
3 levels
of service
simple to complex queuing of calls custom and generic available (30 seconds max per announcement) available custom holiday, emergency and meetings schedule supported
Last modified March 4, 2015