|
Our
difference is our
TECHNOLOGY
IRT's
Information Systems team exists to help deliver your business requirements
with the most effective and efficient technology solutions available,
while providing the IRT agent and management team superior systems
support. We will use "best-in-breed" solutions
to take care of your customers in every contact opportunity.
Call
Center Studio
IRT's
Call Center Studio agent transaction software enables us to develop
and launch new programs quickly and at less cost, without sacrificing
quality. The package is designed to:
| |
- Allow
rapid script development and modifications
- Utilize
Client/Server, Windows-based, interactive GUI screens
- Access
multiple data sources through its open architecture
- Allow
complex script branching based on agent choice, business
logic and call flow
-
Integrate your website
- Capture
information from every call and caller to create and maintain
a versatile Oracle database
- Provide
a consistent look and feel for rapid implementation and
training of agents
- Provide
customer-focused scripting and online information for "high
value" customer perception
|
Features
include:
| |
- Host
integration through screen scraping
- Email
and fax integration to agent desktop
- Script
and Question and Answer manager
- Caller
history viewable to the agent
- Keyword
search
- Dealer
locator
- Credit
scoring interface
- Credit
card authorization
|
Thanks
to the ease of use and the robustness of Call Center Studio software,
our agents are powerfully equipped to focus on the task at hand…delivering
results.
Our
difference is our
Telephony
IRT's
state of the art call center features best-of-breed telephony to
assist you in finding the right solution to best achieve your objectives.
Our
features include:
| |
- Fully
redundant, scalable Rockwell Spectrum ACDs
- Inbound,
Outbound and true Blended Agent capabilities
- Powerful
telescripting, skills-based routing, flexible call transfer,
voice mail
- Agent
group prioritization
- Oracle-based
distributed reporting system
- Davox
Ensemble and Rockwell VarCTI Predictive Dialers
- Tightly
integrated CTI with Call Center Studio
- Broad
range of IVR Solutions
- Voice
and Data services over numerous T-1 lines from all major
telecommunications vendors
|
Our difference is our
Reporting
A key benefit of IRT's call center technology environment is IRT's
ability to provide comprehensive reports. Every action taken by
the representative is recorded in the Oracle database and is logged
at both the workstation and server level. This versatile database
allows for quick and flexible report customization. We have the
ability to combine ACD information with information captured by
agents using the transaction in order to give a complete picture
of activity, customer wants and needs as well as other marketing
or demographic information.
We
provide:
| |
-
Automated report production and delivery eliminating potential
data entry errors and ensuring timely delivery
- Transaction
reporting down to mouse-click level
- Report
design customization
-Measurement categories and fields determined by you
-Format (Crystal, Excel, HTML), delivery method (email,
FTP site, etc.) and time based on your needs
- Prompt
handling of ad hoc queries and report changes
- Our
Data Analysis and Reporting Team (DART) designs, generates
and analyzes trend and results reports
- Combined
transaction and ACD reporting
- Individual
agent reporting
|
|
