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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 t
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- 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
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Features include:
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- 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
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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:
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- 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
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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:
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- 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
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