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AWD Customer Service Solutions | AWD | AWD/Contact | AWD/Voice |
AWD Customer Service SolutionsAWD® (Automated Work Distributor) from DST Systems, Inc., is an intelligent imaging, workflow and customer management system. With AWD's customer service solutions, companies can build world-class contact centers to support customers in the channels they desire: phone, mail, e-mail, or Internet. AWD's customer services solutions include AWD/Contact™, DST's workflow-enabled customer management desktop. From its graphical browser, AWD/Contact connects service representatives to all data stored in AWD. Contact history, demographic information, transaction lists, and dynamic scripts are at their fingertips. AWD/Voice® routes both inbound and outbound calls intelligently and quickly, providing CTI screen-pop functionality to the desktop, call recording and playback, and IVR (Intelligent Voice Response) support. The customer's disposition from the last contact and account information can automatically be presented to the service representative before they even answer the call. Distinguishing it from other phone routing systems, AWD/Voice collects historic customer data, ties it to the call, creates work in AWD for follow up, and records calls.
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