call center outsourcing modern technology
at ONVAIO we use multiple call center technology tools at each site to meet the unique needs of our clients. these tools allow you to create the desired experience for your clients. our toolset includes:telephony (ACD, VoIP, IVR)
our ACD (automatic call director), IVR (interactive voice response) and intelligent call routing technology is easily customizable and allows you to offer to your customers better service while reducing operational costs. we smartly deliver calls to the best agents, monitoring their activity, enable conferencing and via screenpops can automatically identify inbound callers allowing our agents to deliver optimal customer service for you.beyond that our call center technology allows us to create a truly global team that spans all our call centers and can even include your in-house experts making them all part of your virtual call center service delivery team.
we have an extensive Global telephone capability. using Voice over IP (VoIP) technologies we can integrate and disperse calls between our contact centers and any other location in the world. we are able to deploy local and toll-free numbers for you in over 40 countries worldwide with minimal lead time.
systems and applications
we know that beyond the telephone infrastructure it is important to have the right tools in place to manage the information collected from your interactions with your customers. we are flexible and can use the tools your organization is using today or can provide our own tools to handle inbound call and e.mail support, case tracking and assist in escalations and knowledge capture. we also provide on demand integration with standard industry solutions such as salesforce.com and right now.call center workforce management
to maximize productivity we use robust workforce optimization methodologies and technology. We also deploy monitoring & recording tools and methodology to ensure quality at all support levelsclient portal
access to all these tools is available to you via our client portal 24hr. here you can see and hear the operation live in action. this includes tools such as access to live web cams, call recordings and reporting statistics.program metrics
from the beginning of any engagement we will be working with you to develop a comprehensive set of relevant campaign metrics. this customized solution gives you full control and allows you on an ongoing basis to monitor our performance and assure that we reach your business objectives.at ONVAIO we believe the key to our clients success are our highly skilled call center outsourcing staff, state of the art offshore, nearshore call center facilities and call center outsourcing technology assets enabled by call center outsourcing methodology, best practices and processes.