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Call Center Technology
ABCI'S foundation has been built, since
1983, on CRM technology and the mastery of technology support provision. It
understands very well the importance of quality CRM and call center
technology and has put in place the most advanced, customizable systems to
meet its' clients needs.
A flexible call-reporting package is an essential ingredient in providing
feedback to customers of performance and service levels and details of our
technical support service. At ACC, we have developed, and frequently
modified, our CRM & call center technology to respond to the varied needs of
our client base.
 Our
call center technology allows individual call records and call driver
reports are available on the web in a format designed for post call analysis
by each client. We are confident of our ability to provide the level and
flexibility of call detail reporting you require to meet your needs. We have
the in-house ability to modify our system and therefore are not restricted
by off-the-shelf call-reporting software solutions. Calling reports complete
with call report details are available to meet your specific CRM needs as
outlined in your request for proposal document.
ABCI utilizes a state of the art Aspect CallCenter system to handle calls,
which allows skill based routing, computer-telephony integration (CTI) and
next available agent functionality to lower call handle times. Aspect's Call
Monitoring solution allows for quality control and liability concerns to be
easily satisfied. Calls can be recorded and graded, or can be listened to
real-time. ABCI has dedicated broadband connections, and redundant backup
network feeds which minimize downtime. All call centers are inter-connected
via wide area network extensions to allow file sharing from all call
centers.
The heartbeat of ABCI'S customer handling is an in-house developed customer
tracking system called ACOM.
ACOM is an SQL based architecture utilizing Microsoft SQL 2000 and runs on a
Microsoft Windows 2000 Advanced Server platform. As it has been developed
in-house, ACOM can be modified to suit clients' needs on the fly, providing
a great deal of flexibility. ACOM allows clients to view their customer's
call data in real time, allowing clients to see where trends may be
developing and to download the call detail to perform their own statistical
analysis.
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