Telephony

Through the Innovative Connections’ (IC) contact center switch, we manage dedicated agents at distributed locations while providing an operationally efficient solution. This includes:

1. Unified enterprise call management
2. Skill-based call routing
3. Integrated Interactive Voice Response (IVR), providing customer identification
4. 100 percent individually tagged digital voice recordings for quality assurance
5. Multi-node resiliency and failover capability
6. Global system configuration administration
7. Global queuing across all sites and locations
8. PBX/IP independence
9. Push/pull call interactions
10. Computer Telephony Integration (CTI) links to existing enterprise applications to optimize productivity with real-time screen pops and other productivity tools