Our multi-channel integrated architecture incorporates a diverse group of Internet-enabled telephony, messaging and customer management technologies which together comprise the most advanced call center solution ever devised.

Multi-channel infrastructure
Our built-in server-based PBX is designed to accommodate the blending of local and remote agents. It can generate dial-tones for internal extensions and allow internal calls to be made without taking up a line. It also allows on-site and remote agents to place calls, receive and transfer calls, place callers on hold and create conference calls with Visual Call Control. Agents can talk to customers through extensions at the call center, through virtual extensions (remote telephone lines) or over the Internet using Voice-over-IP (VoIP).

Automatic Call Distribution (ACD)
Our technology includes advanced skills-based call routing capabilities to get the right caller to the right agent every time. Built-in, customizable IVR menus are used to obtain all relevant call routing information so that calls may be routed to the most appropriate local or remote agents. Calls are routed based on a customizable, weighted calculation that includes agent skills, agent cost and/or idle time. Features include on-the-fly routing changes and built-in real-time and historical reporting.

Automatic Mail Distribution
Skills-based routing of email, voicemail and faxes improves response times by queuing and distributing communications to agents. Whether on-site or at remote locations, agents in the appropriate workgroups receive voice messages as attachments to their email client.

Advanced Queuing
Our advanced queuing features drastically reduce abandoned calls and lower toll charges incurred while callers wait in queue. Callers are advised of estimated wait times and have the option of continuing to wait, leaving a voicemail or entering their phone number to receive a callback. Callers who select a callback maintain their priority in the queue and are advised of the estimated time before the callback will take place, providing time efficiencies across the board.

IVR Routing
Built-in IVR capabilities enable call flows to be customized based on Dialed Number (DNIS) and/or caller entered menu selections. Callers are greeted by an auto-attendant which prompts them to make touch-tone menu selections to assist in routing their call, and delivers pre-recorded announcements at various points while the caller is in the queue.

'Smart Chat' with Suggested Responses
Chat sessions are queued, routed and distributed to agents using the same Interaction Manager interface we use to handle phone calls. For an increased level of interaction, agents can “push” customers to different web pages or co-browse web pages in a web collaboration session. Our multi-channel technology also enables agents to transfer chat sessions to other agents or workgroups, with the chat history text transferred along with the customer. It also provides content analysis and suggested responses for agents, reducing typing times and ensuring consistent responses.

Voice-Over-Web
Voice-over-web capabilities enable Internet-to-phone voice connection so that web surfers can talk live with a customer service representative.

Web Callback
Built-in Web Callback functionality enables web browsers to request callback from an agent immediately or at a specified time. Our multi-channel server will call an appropriate agent at the specified time and instruct them to hold for a Web Callback connection. The server then makes another outbound call and connects the agent to the person who made the callback request, making it appear as though an agent has called them back..

Automated email analysis
Our automated & semi-automated email analysis and response capabilities eliminate the need for third-party email response systems. The semi-automated response feature prevents agents from spending valuable time typing custom responses to routine emails. It analyze incoming emails for content, matches the content to a template reply, and deliver the best response(s) to agents for a semi-automated reply. This promotes extremely fast email turnaround, maximizing agent productivity while still applying the “human touch.” The Auto-Response Email feature enables routine emails to be handled without agent intervention using template responses. Using confidence thresholds, emails determined to match a template answer can receive an automated response directly from the server. This provides quick response times and drastically reduces the manpower required to process email.

Call Blending
A single, user-friendly agent interface handles every aspect of both inbound and outbound calls. It enables agents to switch easily and seamlessly between inbound and outbound call campaigns, maximizing the efficient use of all available agent resources. Synchronized screen-pops follow the call to the agent, local or remote, providing complete Call/Interaction Control and campaign-specific Interaction Scripts.

Predictive/Preview Dialing
Our pre-integrated Outbound Dialers enable more efficient use of agent resources by creating a blended environment and by extending outbound dialing capabilities to remote agents. Agents working from offshore partner locations are empowered with the same capabilities as local agents.

Voicemail
Our voicemail system includes suc capabilities as remote message waiting notification and remote message retrieval over the phone or Internet. Since the integrated voicemail system is specifically designed for contact centers, calls routed by the ACD that go unanswered are transferred back into the queue, rather than being transferred to the agent's voicemail. Only calls made to an agent’s direct line or extension number will be transferred to voicemail, ensuring general customer inquiries do not go unanswered.

Fax
Our fax capabilities enable workgroup fax projects to be created with skills-based routing discipline, and personal DID fax numbers to be configured for direct routing to a particular agent.

Unified Messaging
Built-in Unified Messaging enables local and remote agents to retrieve voicemail, faxes and email from any POP3 or IMAP email client. Unified Messaging improves on traditional message handling by providing a single point of access to all message types, making the management process easier and more efficient.

On-shore, near-shore and offshore capabilities
Our communications infrastructure may be distributed across multiple locations, which then become entry points into a geographically distributed virtual contact center.

Our technology provides multi-channel ACD routing, disaster recovery and skills-based routing regardless of location for multi-site contact centers.

Our technology is a means of unifying an unlimited number of geographically distributed call centers, including those using legacy phone systems, into one seamlessly integrated contact center. Our Multimedia Overlay Network routes calls and other interactions to the best-skilled agent, regardless of location. It takes advantage of our back-up architecture to provide complete, built-in multi-site disaster recovery, thereby providing the only solution that can ensure transactions of all media types will continue to be processed even in the event that an entire call center is shut down or local phone service is disrupted.