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TECHNOLOGY
The technology used by your contact center greatly impacts the quality
of every call – from the way your calls are handled at the very first
ring, to the way your data is collected. At 24-7 INtouch, we strongly
believe in the benefits of advanced technology and have made extensive
investments to ensure our capabilities remain ahead of the curve and our
clients have access to the highest quality and most reliable technology
available in the market.
24-7 INtouch employs the premier Nortel Networks Symposium Contact
Center Server with the Succession 1000M PBX Switch. The server’s
architecture is based on a client-server configuration that efficiently
distributes call routing and management capabilities for the optimal use
of our centers’ resources.
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Our technological capabilities include: |
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A user-friendly
proprietary Merlin Agent Interface™ with advanced computer telephony
integration (CTI) abilities and HTML scripting components |
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Web-based
workstations allowing access to the Internet so agents can quickly
collect important information during calls |
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Real-time and
historical agent performance tracking with IVR technology to record
and store successful calls |
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Enterprise level
reporting including real-time online access to standard reporting
and critical marketing information |
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Database driven
call routing allowing for complex call scripting and skill-based
routing ensuring only your dedicated agents take your calls |
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A robust system
with multiple redundancies allowing for a stable environment with
over 99.99% uptime |
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24/7 on-call IT
support to handle technical issues promptly and ensure all systems
are consistently running smoothly |
IT TEAM
Thousands of calls, chats, and emails run through our call centers on a
daily basis. Managing these is an important task and crucial to
maintaining high levels of quality. Any company can buy the best
technology on the market, but it is the people behind this technology
that can deliver the results you are looking for.
The 24-7 INtouch IT staff is made up of a various professionals, all
experts in the telecommunications field. This talented team, allows us
to provide customized applications to any of our clients requiring more
than cookie-cutter type of applications. Our philosophy is if you can
dream it, we can build it. |
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