In order to provide clients with the highest level of support across the globe, we have developed an information technology infrastructure with superior design providing an essential foundation for program success.
By employing a well-defined process, we enable our highly capable IT staff to carefully match the appropriate call center technology with each of our clients’ unique challenges – creating technically advanced, yet tailored solutions, whether inbound or outbound, sales or service.
Historically, call centers typically utilized a separate switch at each site and required an Intelligent Call Management (ICM) solution to route calls between switches in order to transfer the call to the appropriate agent. Many of the older industry players have substantial investments in traditional telecommunications technology, but a lot has changed over the past several years.
Our system architecture has all of the intelligent call management and routing capabilities of a traditional ICM system, but provides numerous benefits from utilizing a centralized switch. Our technology architecture is based on modern IP telephony protocols. Every seat in every center is configured with a PC running a soft phone. All predictive dialers and the inbound ACD are centralized and accessible through an international data network provided by leading telecommunications carriers. This network uses multi-protocol label switching (MPLS) to secure our data streams from other customers while providing superior performance and availability.
Premier communications network connections and servers with multi-media gateways, and full redundancy.
Centralized ACD platform which integrates all contact centers via VoIP stations
Combination of DNIS, CTI, or call prompting to route calls to the appropriate agent or queue
Complete digital recording capabilities for verification and quality monitoring