IVR

Our service is based on 'ContactWorld' our proprietary platform that uses pre-integrated modules to build or enhance a contact centre more quickly, more effectively, and above all, more economically than traditional hardware-based approaches.

ContactWorld Features

  • Network-based Automated Call Distributor (ACD) capable of scaling from 1 to 1000+ agents located in multiple sites or working from home
  • Network-based Computer Telephony Integration (CTI) that can treat the call according to data held on a CRM database, including “Individual Caller Treatment
  • Interactive Voice Response (IVR) to provide the caller with 'Press 1' information or to provide self-help lines, questionnaires, secure, agent-less credit card operations (PCI-DSS ) and more
  • Network-based Call Recording allows calls to be monitored across multiple sites for training or security/compliance purposes
  • Agent Desktop - screen pops with contact data, agent questionnaire scripter, agent data collection, previous call history... 
  • Full Live and Historical Management statistics across all sites and agents 
  • End-user configurable over the web
  • Highly scalable - add or remove agents, add or remove functionality, modify call plans, integrate new CRM databases
  • Calls delivered to VoIP and Traditional PSTN and PBX phones. 
You'll be able to add functionality to develop the capability that you need right now, then extend it downstream to met new business challenges as your operations grow: perhaps to add homeworking and disaster recovery capability; add network-based monitoring and recording to enhance security; become PCI compliant for your debit & credit card transactions; move up to Individual Caller Treatment.