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<br />. <br />. <br />. <br />. <br />. <br />. <br />. <br />. <br />. <br />. <br />~ <br />. <br />~ <br />~ <br />, <br />, <br />, <br />~ <br />~ <br />~ <br />, <br />. <br />. <br />I <br />I <br />I <br />I <br />I <br />. <br />I <br />I <br /> <br />("; CONNEXTIONS <br />. . <br />'.. <br /> <br />Contact Center Overview <br /> <br />Contact center programs at Connextions offer not only contact center expertise, but also the technology, applications development, <br />fulfillment infrastructure and resources needed to support both current and long-term multi-channel initiatives. Connextions' <br />innovative CRM platform combines best of breed technologies with turnkey solutions to provide our clients with a single resource for <br />their entire custom internal management needs. <br /> <br />While these advanced technologies vitally support many CRM projects, <br />Connextions' greatest strength is rooted in the people that operate and deliver <br />the highest quality in customer care. Our experience with a multitude of <br />consumer-based programs for companies such as Mercedes-Benz, Health <br />Authority, Chase Manhattan and Sprint has provided the Connextions team <br />with a profound understanding of the support expected by industry-leading <br />companies. Our Connextions Health contact center operations are staffed by <br />nurses and other trained clinicians who provide member-specific care on <br />behalf of healthcare organizations via phone, email.mail. Web and chat. <br /> <br /> <br />Systems and Software <br /> <br />Telecommunications <br />Connextions' broadband data and telecommunications center is built upon SONET Ring technology providing us with nearly <br />unlimited telecommunications capacity and bandwidth. We currently ,utilize AT&T and Bellsouth as our telecommunication carriers <br />of choice. <br /> <br />Aspect Contact Server Technology <br />Connextions' blended inbound & outbound operations are supported by state-of-the-art Aspect Contact Server teclmology. Each <br />contact center has a separate, but networked, Contact Server providing redundancy between each facility. This system includes <br />intelligent call routing, outbound preview dialing and advanced automatic call distribution. <br /> <br />IVR or CCR Capabilities <br />Connextions uses the Aspect Generations CSS system for our IVR. This IVR is able to collect and process data from the caller, the <br />ACD, and ODBC compliant databases and is equipped with Speechify's Text-to-Speech engine. <br /> <br />Email Management System <br />Connextions uses eGain's email management solution as an integrated part of the Aspect Contact Server. All customer information, <br />regardless of contact channel, is stored within a single data repository. Customer email inquiries are handled identically to those <br />communicated by phone and are each tracked and reported eGain also provides for the creation of template responses that can be <br />used to respond quickly to simple and frequent inquiries. <br /> <br />Telesales <br />Connextions offers both predictive dialing, through Noble Systems' contact manager, and preview dialing through the Aspect Contact <br />Center. <br /> <br />Agent Desktops and Terminals <br />Web access is standard for all agents. Network access consists of a IOOBase-T interface at the desktop, switched to the Data Center <br />where there is a 3MB/s dedicated/secure connection to the Internet. Agents use a Windows 2000 or Windows XP Professional <br />desktop run on Compaq Business pes and have access to a full suite of call monitoring and automation tools as well as Web-based <br />scripting platforms. All stations are fully blended, offering inbound and outbound capabilities. <br /> <br />.12 - <br />