Infrastructure

Our contact centers are inter-connected by a redundant design of MPLS, Point-to-Pont, and VPN tunnels across which traverses secure data and software-based phone switch traffic. The platform is a best of breed Interactive Intelligence call center application that provides ACD, PBX, unified messaging, email, web chat, digital recording, Integrated Voice Response (IVR), predictive dialing, CTI, reporting, and other call center functional requirements all in one integrated system.

The major features of this system are as follows:

Switch Technology

The solution provides us with the most current switch technology available today, including sophisticated automatic call distribution, unified messaging, skills-based routing, intelligent overflow with "look back" queuing, and basic representative queuing. Switch technology is crucial in order to streamline call vectoring to the representative best able to handle your calls. Our ACD capabilities allow us not only to route the call, but also to alert the representative of who's calling via DNIS or ANI and pop the script, allowing them to be one step ahead of the customer. Skills-based routing may also be utilized to make your program more efficient by segregating certain types of calls and routing them to different representatives on your program. Based on DNIS, our switch is able to identify the program the customer is calling in on, route the call to the agent best able to handle the call, and pop the agent screen applicable for that program automatically.

ACD - Automated Call Distribution

The system allows us to handle an interaction with your customers in any form that they choose (e.g., phone, e-mail, web, IVR, etc.) as the switch treats any customer inquiry (call, e-mail, or chat) uniformly as a "contact" to be routed based on skills and priorities within the queue to the appropriate CSR. Switch technology is crucial in order to streamline call vectoring to the representative best able to handle your calls. If all agents for a particular job are busy, it will send the call into a "queue" which will have an announcement that all lines are currently busy, please hold until an agent becomes free and give estimated hold time. The system also handles complex overflow and escalation schemes, allows callers to navigate self-help menus while on hold, and provides audible agent alerts (into our agents' headsets) pre-recorded agent greetings, and will "pop" the agents' screens for whatever project they are working on. Our ACD capabilities allow us not only to route the call, but also to alert the representative of who's calling via DNIS or ANI and pop the script, allowing them to be one step ahead of the customer. We have found that the easier you make it for your customers to interact with your company, the faster that loyalty and long-term relationships are established.

CTI

Our CTI capabilities begin with capturing information from the carrier such as ANI and DNIS. This information can help route calls to a specific queue for special handling. The screen pops can display that data and any additional data that may have been captured during IVR. All calls are captured in a call history file and with recordings if required. The calls can also be routed or weighed via skills-based routing that is set up on a queue-by-queue basis. Caller ID (ANI) is captured from the inbound call if the callers allow that information to be retrieved. Screen information is captured and stored with any IVR, CTI information and transferred if necessary to the CSR with the appropriate training.

Monitoring

The system has a comprehensive call center software platform that provides the superior tools necessary for our team leaders and QA personnel to monitor and interact with our CSRs. This platform includes monitoring, call conferencing with a supervisor, unsupervised monitoring, screen viewing, and digital recording for call playback.

Interactions with Other Systems

Custom portal or reporting development requirements leverage ASP, HTML, VB, Vbscript and javascript for development of GUI programs for most of our screens and script pages that navigate the customer contact and provide our CSRs with any reference material (frequently asked questions, database lookups, etc.) needed for the contact. We use this for primarily all of our clients along with a link to their internal systems or CRM platform, if needed. These GUI programs offer us the ability to be flexible to accommodate the various needs of our clients through customization of their program(s).

Remote Connectivity (Home Based Agents)

Ability of our CSRs to be able to connect and handle calls remotely. CSRs can still receive screen pops and all of the functionality that the system offers. CSR supervisors can still monitor CSRs' performance and record remote CSR calls at any time and from any CSR location.

Multi-Site Capability

Our system allows us to run a "virtual" contact center - meaning that calls can be routed throughout our different locations seamlessly in real-time and the customer doesn't know any difference. This gives us coverage and additional redundancy over different time zones and weather patterns should the need arise.

IVR

The Interactive Voice Response System (IVR) system is a fully integrated module within the software, allowing your customers to route themselves to appropriate representative groups or informational services by responding to audio prompts of any size. The IVR application enables us to provide self-service options ranging from a simple English/Spanish split, to more complex applications that provide the caller with self-service ability to access your shipping or billing databases, store/dealer location, or make credit card or check by phone payments. We also have the ability to execute complex database inquiries for record retrieval utilizing text to speech capabilities, and insert, update and delete data along with a wide range of telephony operations including call routing. If customer calls have been recorded they can be retrieved and listened to via IVR, and emailing via IVR is also an option.

E-mail Handling

Many of our clients request, and we deliver, automated e-mail responses to complete a transaction. This can take the form of simple messages to gather missing bits of data to requesting extensive amounts of data (in a user-friendly format).

Our e-mail management system can be programmed to provide responses for both simple and complex consumer inquiries. We currently provide this capability to many of our clients. This can be delivered from the CSR's desktop as needed. All information contained in the response will be updated to the database/system used for your program. Once a response is received from the consumer, the transaction will be completed and the database/system updated.

Web Interaction Management

Our platform allows us to provide the following valued added services to our clients:
  • Text Chat - gives consumers the ability to click on a "chat now" button on a website to start real-time chat with one of our CSRs.
  • Chats - able to be queued and routed with the same queuing and skills-based routing that are used for phone calls (e.g. we can route the chat to the CSR who is best able to handle the chat).
  • E-Mail Management - handles all incoming e-mails from consumers and allows them to be distributed to CSR.
  • Web Call-Back Requests - call-back buttons will prompt the customer to enter appropriate information so one of our CSRs can call them back when available.
  • Consumer/CSR Collaboration - ability to drive on-line customers to a specific web page ("page pushing") and the CSR can walk them through the web page at the same time. When the consumer navigates through the web, the CSR's machine is automatically synchronized.