West Directs Virtual ACD solution, Direct Connect, is a dynamic system gives you the ability to route your callers to multiple call centers or to home-based agents and allows you to view your entire enterprise as one unified workforce. This unique solution allows you to increase your call handling capacity and seamlessly deliver calls to the best available agent based upon predetermined criteria including; agent experience, geographic or demographic considerations and more.

With Direct Connect, companies can easily deliver both voice and data to agents located anywhere in the world. Not only does this help eliminate costly infrastructure updates, but it also allows our clients to maximize their existing investments in personnel and established staffing procedures.

Answering the call

This technology makes it possible to quickly route calls to alternate agent resources for processing, should incoming call volume exceed expectations or if the existing agents are unavailable to handle the calls.

Easily accommodate peak volumes

Even if your own team is busy, you are able to quickly reroute calls to alternate agent resources, utilizing West Directs agent resources or another partners agents.

Unified reporting

Highly detailed, real-time reporting is available through web-based dashboards.

Ensuring quality assurance

100% of the voice portion of all calls are recorded, giving you the tools you need to efficiently conduct quality assurance or call compliance reviews.

Providing the missing link

Learn how Direct Connect provides the link between callers and agents.

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