Our tech

TECHNOLOGY
Data: Off-site backup, plus a RAID system for continuous data redundancy on-site.

Power: Complete and fully tested UPS environment.

Network & Equipment: Connected with three T1 lines, we have fast and reliable access interoffice and to the Internet. Our workstations are all web-enabled pentium3 or higher machines.

Call Handling Software: Our communications server runs on the award winning CallCenter@nywhere by Telephony@Work.

Features include:

Multi-Channel Communications: Phone, Fax, and Internet

Automatic Call Distributor (ACD) - Routes voice and data traffic to agents according to your specific business rules and the skill-level attributes of available agents, regardless of location.
Intelligent Telephone Call Routing with Skills Based Routing
Web-Callback With Intelligent Call Routing - Enables your customers on the web to request an automatic Web call back immediately, or at a specified time.
Email, Voicemail & Fax Management With Intelligent Routing - Improves message handling response times by queuing and distributing e-mail and faxes sent to agents in appropriate workgroups as they become available.
Web Chat With Intelligent Routing - Queues, routes, and distributes customer chat sessions to agents based on your business criteria. Chat capabilities include:
Integrated Push Technology - Allows agents to directly interact with the customer and direct their browsers to online forms, URLs, special offers, or general information.
Web-Collaboration/Form Sharing - Enables simultaneous co-browsing sessions between agents and customers for live, interactive co-browsing and forms sharing.
Interactive Voice Response (IVR) Call Routing - Enables us to customize call flows and provide automated voice menus that gather call routing information and customer IDs and deliver pre-recorded announcements - instantly and without programming.
Unified Messaging - Enables remote message retrieval of voicemail, e-mail and faxes over the Internet from any e-mail client.
Email Analysis with Automated and Semi-Automated Response - Intelligently and automatically responds to e-mail inquiries or automatically routes email inquiries to agents together with suggested responses.
Browser-Based Multimedia Interaction Management with Inbound/Outbound Cross-Media Call Blending - Enables agents to manage all inbound & outbound calls (whether circuit or packet switched) and all web-based interactions - as well as all outbound predictive and preview dialing campaigns - from a single, browser-based user interface.
Browser-Based Supervision & Coaching Capabilities - Enables access to all supervision functions on the web, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls and view agent screens (i.e. to monitor chats, email responses, etc.) and even take over agent screens of agents.
Monitor the status of every local & remote agent in real-time over the LAN, WAN or Internet
Listen in on any live agent call without detection
View, take over or record screens of agents who are behind corporate firewalls
Whisper Coaching (so that the agent can hear the supervisor but the caller can't)
Barge-in capability
Replace any local or remote agent on-the-fly
Remotely log out agents
Text chat coaching
Screen pop broadcast messages to all local and remote agents
Monitor call center queue status in real-time from anywhere on the LAN, WAN or Internet
Record Calls and/or agent screen activity

• Scheduled Quality Monitoring (telephone call & computer screen monitoring and recording).

• Browser-based "Programmers Not Required" Configuration, Administration & Instant Report Generation = Accelerated time-to-market and much lower cost of deployment because all technologies are Integrated-By-Design and are implemented in just hours using browser-based menu configuration; which includes complex routing rules creation based on customer priority attributes, agent skills and outside variables such as idle-time and agent cost. Cost of ownership is dramatically reduced because software updates don't require technology re-integration and changes can be implemented instantly through menu selections in a browser-based administration interface.

• Unlimited, Dynamic Scalability

• The Only Contact Center Platform Rated To Deliver Carrier-Class Up-Time (Due to unique, patent-pending 'Hot-Backup' capabilities that keep communications alive even if individual servers fail). CallCenter@nywhere was ranked #1 in reliability by the Pelorus Group in a September/2000 industry.

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