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CISCO VoIP technology. Allowing system reliability and providing
unmatched flexibility to locate the agents even at the clients premises if required. The
Cisco system Call Manager (CCM), Cisco Voice Portal (CVP) and IPCC system components
are built to have maximum availability with redundant hot-standby components allowing
for a call to continue uninterrupted even in the event of a component failure
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Altitude Interaction Management System. Allowing efficient
handling of different customer contacts and logging of interaction history
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CRM. Depending on the project needs we either use our client’s
CRM applications via secured VPN or utilize our own CRM application to manage the
call center. In some cases, we allow access to our client to the CRM to complete
the cycle in case other client department need to further process the client needs
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Multimedia Capabilities. Etisal supports all types of contact media
such as phone, fax, email, web chat and web call backs. Hence supporting all touch
points of our clients
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Transparency. To increase client confidence in our operations,
we allow online access to reporting (online and historical), voice recordings and
(in some cases) video surveillance of the call center facility. Our reporting system
covers the ACD reports (agents and skill set) and well as business reports (such
as type of calls, no of orders, etc)
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Computer Assisted Telephone Interviewing (CATI). Capitalizing
on the Altitude Predictive dialing infrastructure we are able to provide effective
surveys and market research data gathering services. With systemized dialing, where
the phone list (customer name, phone number and any available details) will be uploaded
to the system and the number will be dialed, in case of busy or no answer the number
will be automatically scheduled for redialing, hence saving the agents’ time and
effort.
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Security. Etisal maintains security measures including external
system protection (virus scan, cascaded fire walls, hack detection), physical
security through access control doors and internal data security measures (group
password policy, strict permissions policy, email, etc). All those measures are
established and reviewed periodically to safe guard client data.
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Redundancy and Emergency Preparedness. Redundancy is built
in the infrastructure of the call center where every component is redundant and
every weak point is analyzed and contingency plans are deployed. Power is backed
up by UPS and power generator to carry the load.
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