Leading Edge Contact Center Infrastructure Technologies

We provide our clients with an up-time of more than 99.99 percent due to the extensive experience of our IT teams and strong partnerships with leading technology and networking providers.

Your inbound and outbound customer support calls are managed through a dynamic technology pathway designed for cost-effectiveness and optimal customer experience.

Avaya Telephony Communications and Multichannel Contact Center Solutions

The Avaya CS1000E PBX, Aura Contact Center 6.4 and Call Pilot Voice Messaging work together to provide treatment and branding to the call. Leveraging such features as IVRs, skills based routing, application/skill-sets priorities, trouble messages, line-of-business branding, and on-hold messaging we are able to ensure that the best agent for the job is answering the call, that your customer is kept informed about changes to service or the availability of new services, as well as the ability to deflect call volume by notifying the customer of possible service outages that may be current affecting them.

Call Recording

While the call is active, the entire conversation is captured by our call recording solution. Calls can be recorded for quality assurance, compliance, or conflict resolution. A number of modules are available to expand the capabilities of the platform, such as screen capture and voice analytics.

Our call recording platform passes all PCI-DSS and HIPPA security requirements and the ability for agents to manually pause recording ensures that sensitive information, such as credit card numbers, are not recorded.

The web-based interface ensures ease of use without the need to install additional software on your PC. The platform also has the ability to write-protect a recording to ensure that once the recording is exported it cannot be modified or tampered with.

Intranet and Knowledge Portal

While assisting your customers, our agents have access to all settings, notifications and troubleshooting steps through our internally developed Intranet. This Intranet can be customized as needed and is able to house any information that may prove useful to our agents when assisting your customers.

Instant Messaging

We operate an internal XMPP server and Spark client is installed on all PCs. This allows internal messaging between agents, team leads, subject matter experts and workforce analysts. Our agents are notified of possible outages and they can be polled to identify support trends. Agents have instant access to subject matter experts should they need assistance with resolving a customer’s issue.

Quality Assurance Designed by Advantage Communications

To ensure the quality of our calls, we leverage our own internally developed scorecard application called QAS360. With QAS360, we are able to build and tailor scorecards to our client’s exact specifications. Once a scorecard for an agent has been filled out, the reviewer additionally has the ability to upload and attach a copy of the recording to the scorecard itself. QAS360 utilizes a web-based interface without the need to install additional software on your PC.

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ANYTIME. ANYWHERE.

Wondering how you can improve customer experience and reduce customer effort, while at the same time cutting down on potential human error? Look no further than ACI's adoption of conversational artificial intelligence (AI).

We have partnered with the industry's best - SmartAction - to PowerUp our next generation Omni-channel customer support services across all the leading conversational channels.

SmartAction’s unique Omni-bot(tm) is a conversational AI platform that combines voice and digital functionality to provide intelligent automation in every channel.

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BOOK A DISCOVERY SESSION

We take pride in providing our clients with the ultimate customer experience solutions that best fit their specific needs. We want to hear about the issues you're currently experiencing with your current customer service program, so we can work together, to create and customize your very own solution.

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Omnichannel AI

Wondering how you can improve customer experience and reduce customer effort, while at the same time cutting down on potential human error? Look no further than ACI's adoption of conversational artificial intelligence (AI). We have partnered with the industry's best to PowerUp our next generation omnichannel customer support services. Read More

Operational Intelligence

We're PoweringUp to implement leading technologies and next generation strategies. One of the most significant is real-time visual operational intelligence - the next step in the evolution of contact center business intelligence. We offer your brand ‘in-the-moment’, real-time operational feedback on your program, allowing for insightful and accurate business decisions.

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3 Reasons Why Happy Employees are Key to Happy Customers

Have you ever heard this traditional Chinese proverb? "A man without a smiling face must not open a shop." Perhaps you’ve heard of a more common phrase, happy employees = happy customers. Want to know why they’re so important? They’re...

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