|
|
Technology
The technology used by your contact
center greatly impacts the quality of every call that comes the
center – from the way your calls are handled from the very first
ring, to the way your data is collected in the backend. At FrontLine,
we strongly believe in the benefits of advanced technology and have
made extensive investments to ensure our capabilities continue to
remain up to date and our clients have access to the best service
quality available in the market.
FrontLine Communications employs the premier Nortel Networks
Symposium Contact Center Server with the Succession 1000M PBX
Switch. The server’s architecture is based on a client-server
configuration that efficiently distributes call routing and
management capabilities for the optimal use of our centers’
resources. Our technological capabilities include:
|
Three key principles drive our
Boutique Contact Center Model: |
 |
|
▪ |
A
user-friendly Agent Interface with advanced computer telephony
integration (CTI) abilities and HTML scripting components
|
|
▪ |
Web-based workstations allowing access to the Internet so agents can
quickly collect important information during calls |
|
▪ |
Real-time and historical agent performance tracking with IVR
technology to record and store successful calls |
|
▪ |
Enterprise level reporting including real-time online access to
standard reporting and critical marketing information |
|
▪ |
Database driven call routing allowing for complex call scripting and
skill-based routing ensuring only your dedicated agents take your
calls |
|
▪ |
A
robust system with multiple redundancies allowing for a stable
environment with over 99.99% uptime |
|
▪ |
24/7
on-call IT support to vet an technical issues right away and ensure
our system is consistently running smoothly |
|
IT Support
Thousands of calls, chats, and emails run through our call center on
a daily basis. Managing these is an important task and crucial to
maintaining high levels of quality. The FrontLine IT staff is made
up of a various professionals, all experts in the telecommunications
field. This talented team, allows us to provide customized
applications to any of our clients requiring more than cookie-cutter
type of applications. Our philosophy is if you can dream it, we can
build it.
Call us today at 1.800.530.1121 to learn more about our
advanced Technology and how FrontLine can develop the solution to
fit your specific outsourcing needs.
|
