Voice Infrastructure

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Definity Switch from Avaya with skill based routing and CMS software for reporting.

Flexibility: It can analyze the performance of a single agent, or thousands of agents, splits or agent/skill pairs.

Reports Management: Provides over 100 real-time and historical management reports to help you achieve critical sales and customer service objectives.

Strong Administrative Interface: Provides an administrative interface to the ACD feature of the DEFINITY ECS—allowing administrators to access the database, generate reports, administer ACD parameters and monitor call activities to determine the most efficient service possible for our customers.

Call Recorder from Go4Callcenter

• Full Time Recording
• Screen Capture
• Event based Recording
• Rule Based Recording
• Recording On Demand
• Quality Monitoring

Digital Phones and Headsets for CSR

• 6408D for CSR
• Call Master V for supervisors
• Plantronics noise canceling headsets