Products - Technology Connect

What are some of the features of our technology?

Our call centre software is the result of years of ongoing research and development. The system is PC-based, modular and scalable with features to meet almost every need. The award winning software was purchased from Amtelco.

Our software was the first product to offer integrated voice processing with text messaging - all in one system. This technology is so unique, it's patented. Additional design features include true open architecture, integrated PC-based digital switching, true computer telephony integration (CTI), convenient message delivery, customized statistics and reports, automatic call distribution (ACD), skilled based routing, and capabilities to silent monitor service representatives as part of a quality assurance process. Our sofware also allows for remote processing capabilities.

Our Web-enabled call centre software allows us to directly assist our customers’ e-commerce initiatives. It has made it easy for us to keep our clients informed - even when they're thousands of miles away. The technology allows our service representatives to access web-based information as a core part of their call processing functions. Features include WebCall Back, WebChat, and WebPush capabilities. This empowers our service representatives to quickly and accurately answer questions, resulting in professional call handling and customer service.

How does the process work?

• Your business has a listed number. If you are using our services, your number is call forwarded to AnswerPlus Communications. For out of town calls we have a bank of 1-800 numbers that we supply to our clients.
• When a customer calls your number, it’s forwarded to us, and our technology displays to our Customer Service Representatives (CSR's) a terminal screen that is unique for your account.

(Click on the image to see a larger version)

The screen tells us how you want your phones answered, the key names in your company and their phone or pager numbers, your instructions for call handling, details on your products and services, and any special internal instructions.

The CSR takes the call, types the message, order or reservation, determines the routing and either pages, phones, faxes or emails the message to the customer. Paging, faxing, and emailing are performed automatically and instantaneously by the push of a button. Access to voice mail is also available.

What are some of the important elements of the process?

• All calls are logged by the system. A computer server is dedicated to recording every aspect of the call including:
  • Date and time of day
  • The client account number
  • The number of rings before it’s answered
  • The CSR answering the call, including the length of the call and hold time if any.
• Calls are automatically distributed (ACD) to the first available CSR, or to the specialist CSR designated for that account.
• The length of the call is measured to the second. Billing is based on CSR talk time to the nearest second.
• Once a message or order is taken, it and the related statistics cannot be changed or be modified by anyone.
• Performance statistics are available by CSR, time of day, by client account.

Contact us for a customized proposal