Our Technology

Our contact center provides a suite of integrated call center technology solutions to increase productivity, improve the service level, provide constant quality monitoring and control, overall reporting and statistic.

We use the following technologies:
Private Branch exchange (PBX) – Avaya Telephone Exchange

Interactive Voice Response (IVR) – From simple lookups to automated services Automatic Call Distribution (ACD) – Allows to locate the best agent for skill/availability
Computer Telephony Integration (CTI) – Telephone and computer integrated and coordinated. Provides also screen pop and agent soft phone.
Customer Relationship Management (CRM) – CRM system subdivided into three modules: Customer Service, Sales and Marketing. It allows the optimization of the employees work, improve the customer services, monitoring and control by the managers over the business processes, reducing the costs for communication.
Call Management System (CMS) – Call Center Operational and Business performance management, analysis and report.
Cognos reporting – Business-context reporting system