Contact Centre Solutions

Today Call Recording or Voice Recording is being used by small, medium and large organisations for a variety of reasons, including:

• Dispute Resolution 
• Meeting Compliance with Regulatory Guidelines 
• Performance Management and Continuous Improvement 

IT Solutions has almost two decades of experience in helping organisations achieve customer service improvements, increased efficiency and improved customer loyalty.

Our Call Recording solutions will work with telephony systems from vendors such as Avaya, Alcatel, Aspect, Cisco, Nortel, Siemens and others, which means that your investment is protected in the event that you upgrade or replace your telephony infrastructure. 

We provide both hosted call recording and onsite call recording systems which can be tailored to meet the unique needs of all our customers.

There are a variety of methods for implementing Call Recording:

• Station Side Recording 
• Trunk Side Recording 
• VoIP Recording 
• Hosted Recording

To find out more about how we can meet your unique needs call us now on and ask for one of our experts in call recording.

Effective customer relationship management today depends on a wide range of technology systems front- and back-office applications; contact channel servers for voice, e-mail, and interactive web; voice self service applications; workforce management software and more.

How well a business performs is directly related to how well these disparate systems are integrated. Operating standalone, silo systems may result in inefficiencies or a lesser quality customer experience, whereas if all systems in the enterprise function as a seamless whole, the business can run more smoothly and profitably.

IT Solutions has many years experience in implementing customised CTI solutions involving a variety of back end database systems and telephony switches using various third party CTI tools.

Through our computer telephony integration experience with Aspect, Avaya, Cisco, Ericsson, Nortel, Siemens and other telephony vendors, IT Solutions provide enterprise level CTI solutions that link enterprise resources, coordinate customer transactions, and unify business functions. 

Our Computer Telephony integration (CTI) capability enables contact centres to link contact-handling systems and agent desktops to front-and back-office databases where customer information is stored. This results in many benefits for both the business and the customer, including::

• Improve Agent productivity and Reduce Call Handling 
• Improve Customer Service 
• Reduce Costs 
• Facilitate Universal queuing, routing and screen pops - queue and route multi-channel contacts 
• Improved options for providing 'personalised' services based on Customer profile

IT Solutions has a successful track record implementing solutions which enable contact centres provide vastly improved customer service in a cost effective manner. 

These solutions range from packaged solutions that can be implemented on a modular basis to fully customised solutions that add value to your existing infrastructure.

• CIM (Customer Interaction Management) 
• IVR  & Speech 
• Call Recording & Analytics 
• Workforce Management
• Hosted Outbound Dialler
• Vertical Market Solutions 

 If  you are looking to leverage greater value from your existing infrastructure or considering a unified communications strategy our experienced team can help you understand the options and work with you to ensure a successful outcome.

Are you interested in any of the following:

• Reducing phone costs from fixed to mobile phones
• Drastically increasing level of successful calls by showing mobile numbers as CLIs
• Integrating mobile conversions into voice logging architecture
• Integrating inbound fax to contact centres
• Integrating SMS into contact centres
• Web based call-back button solutions
• Reducing your Telecomms bill
• Cost Savings and Improved Control over Fixed to Mobile Phones

Are you interested in any of the following on a hosted, cost effective, scalable and resilient platform?

• Real Time Management Information for telephony traffic across all your business
• Disaster Recovery for your telephony system(s) to ensure continuity of service
• Your own dedicated 0818, 1890,1800,1850 numbers for emergencies or normal business events
• Ability to divert calls to homeworkers, branch offices or outsourcers in realtime as required

IT Solutions provide an Intelligent Call Handling Platform including a robust, carrier grade Telecom Network which enables us provide functionality usually associated with expensive PBX equipment including: IVR (Intelligent Voice Response), Call Queuing and Call Recording as a fully hosted service.

Our services are provided via a range of highly memorable numbers, which we can provide to you in a speedy manner, based on the following number types: 

• National Call (0818)
• Local Call (1890)
• Free phone (1800)
• Callsave 1850
• Geographic Numbers such as 01- Dublin, 021-Cork, 061-Limerick, 091-Galway and others as required 

If you already have an existing 0818, 1890,1800,1850 or Geographic number in place IT Solutions can port these numbers to our network without any disruption to your business.

An easy to use web portal provides you with realtime reporting on all call traffic and load balancing capabilities to deal with unexpected spikes in call traffic.

When sourcing new solutions for your contact centre it is important that they integrate well with your existing systems and data-sources, are fully scalable should you decide to extend the solution in the future and satisfy your existing and future requirements. Through our partnership with Symon Dacon IT Solutions offer state of the art solutions that satisfy the key needs of our customers.

Real time Connectivity

Symon integrates with a wide range of data-sources including; Genesys, Alcatel, Nortel, Avaya, Siemens, SAP, Oracle, Microsoft, Cisco and many more. 

Built on latest Microsoft platform

This means we are able to create extra functionality by developing and deploying plug-ins if you have requirements that are not part of the core product 

Wide range of displays

Including LCDs, wallboards, desktops, mobile devices and interactive kiosks, enabling you to get information where it's needed when it's needed. 

InView 

A "virtual LCD" real-time desktop alerting and visualisation tool including dynamic business scorecards, dashboards, graphs, charts, text and video. 

Creative Design

Keeps agents engaged and prevents screens becoming wallpaper. 

Scalability

Multiple displays can be managed simultaneously whether they are across the hall or across the globe. 

Multi-purpose functionality

Symon can be used in multiple areas of the business simultaneously; for  call center stats, employee communications, guest messaging and more. 

A complete turnkey solution

Including hardware, software, creative content and professional services (installation, training and maintenance).

Interactivity 

Symon offers a range of HD-LCD screens with integrated media player and touch-screen capability, enabling you to drill down into relevant content with ease. 

Bandwidth Resourceful

Information is cached locally to reduce bandwidth. 

Maximise OnDemand is a network based predictive dialler solution that enables you to increase productivity, improve contact rates and gain improved visibility of all your outbound calling campaigns. It also features CCMA compliant screening options to ensure compliance with relevant legislation.

Maximise OnDemand is quick to implement, simple to use, highly flexible and has no large set up fees.

Maximise OnDemand  offers Preview, Progressive and Predictive dialling options, enabling contact centres to dramatically increase their call rates and improve list penetration levels. Call recording, call blending and many other facilities are supported as optional extras.  

Benefits 

• No hidden costs, all you pay is the monthly rental and call charges
• No support contract or upgrade costs 
• No capital costs, clear and transparent pricing 
• Quick and easy to deploy, from order to go-live in 5 days 
• Easy to integrate, screen pop data from existing databases 
• Works with your existing PABX system 

Simple, Powerful and Flexible

• Easy campaign management, little or no on-going administration 
• Intelligent call recycling 
• Powerful rescheduling facilities for agents and teams 
• Real time performance statistics

Professional, Flexible Dialler Campaign Management

• Quick and easy calling list creation
• Multiple dialler modes, all supported on a pre campaign basis 
• Calling list management across campaigns
• CRM integration

Robotic Agent Option 

• Virtual outbound contact centre 
• Text to speech or pre-recorded delivery
• Individual agent licencing means flexibility 
• Statistics on call volumes, list quality and number attempts 

IT Solutions has many years experience in implementing interactive voice response (IVR) solutions which enable customers to access data and transact business in a user friendly manner over the phone.

Customers can find quick answers to basic questions and avoid long hold times while your agents are have more time to handle complex, potentially revenue generating interactions.

With advanced technologies such as speech recognition and text-to-speech, we can design and deploy a flexible user interface which allows you to automate more and make your system easier for your customers to use. 

Our IVR solutions are integrated into your overall contact centre environment allowing you to access data from back-office systems to personalise interactions and fulfill specific inquiries. Likewise, if your customers need to speak to an agent, you can transfer the call, along with any associated data to the appropriate agent. 

IT Solutions can provide you with IVR and Speech based solutions which are switch independent thereby protecting your investment when your telephony or IT infrastructure change. We offer both hosted and on-premise carrier grade solutions that scale to fit your evolving needs. 

Solutions and Services

IT Solutions has almost two decades of proven experience in developing various IVR solutions using the switch independent Intervoice multi-media platform.Examples of solutions that we have deployed successfully include:

• Order booking 
• Order Status 
• Order Tracking 
• Billing status 
• Payment processing 
• Automated Customer CallBack

IT Solutions have proven integration on Aspect, Avaya, Cisco, Ericsson and other telephony platforms and provide a range of professional services to assist you in implementing a successful touch-tone IVR or Speech Recognition solution whether you require a departmental or enterprise wide solution.

Our service offering includes:

• Requirements Analysis including Discovery Workshops 
• Design and Development of User Interfaces and Call Handling rules 
• Integration with both telephony and back-end database systems 
• Independent Stress Testing of IVR and Speech Recognition solutions 
• Implementation Services 
• Support Services 
• Project Management

We can integrate many speech recognition engines into our customised solutions from technology vendors such as Loquendo, Nuance and other leading standards based providers of speech recognition technology.

Optimising your contact centre's staffing resources

IT Solutions provides contact centers with a workforce management solution that automates forecasting, scheduling, and adherence monitoring. Our Workforce Management solution integrates with your ACD and uploads historical data directly from your database. You can select, combine, and alter historical data to predict future contact volume, handle times, connect rates, and right-party connect rates for day-to-day or weekly projections

With IT Solutions Workforce Management you can

• Reduce costs by staffing appropriately to meet your workload.
• Improve service by scheduling the right agents with the right skills at the right time. 
• Improve employee effectiveness and retention with eLearning and agent self-service capabilities

IT Solutions offer entry level and enterprise level Workforce Management solutions to help today's multi-site, multimedia contact centers simplify call center and multimedia contact centre forecasting and scheduling, while providing performance mangement and eLearning capabilities.  

More about Workforce Management broad range of functionality

Forecasting - Accurate forecasting is the critical first step in workforce management. IT Solutions Workforce Management solution integrates with your ACD, outbound dialer, email management system and uploads historical data from each system's database via standard interface.. 

Scheduling - IT Solutions Workforce Management incorporates the unique skills and proficiency levels of each employee. It helps you produce optimal schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, employee skills and preferences, and targeted service-level goals. 

Planning, Adherence, and Management - IT Solutions Workforce Management provides views of inbound, outbound, and blended contact centers for a complete picture of adherence. Unique adherence views allow you to simultaneously compare your agents' actual phone, non-phone, and desktop activities against their schedules. You can review a breakdown of adherence per activity and manage exceptions, helping minimize shrinkage in your center. 

Agent Self-Service - IT Solutions Workforce Management helps your staff manage and contribute to setting their own schedules without impacting service levels. It not only automates shift bidding, but also introduces a higher degree of fairness in awarding shifts. The automated rules engine factors in seniority, rank, and unique "tie-breaking" bonus points, and assigns shifts accordingly. 

KPI Scorecards - IT Solutions Workforce Management contains role-appropriate scorecards that display actual employee performance metrics. These scorecards include an extensive set of predefined key performance indicators (KPIs), along with the ability to create your own. Managers can drill directly from the KPIs on the scorecard to specific recordings or adherence screens and automatically trigger eLearning assignments based on scorecard results for targeted training. 

eLearning - eLearning can be automatically assigned and delivered directly to your employees' desktops based on scorecard results and quality monitoring evaluations. Supervisors can manually assign training sessions from a library of courseware, and employees can assign lessons to themselves to brush up on specific skills. eLearning courses can be scheduled to minimize the impact on service levels, and managers can track completion and subsequent job performance to assess training effectiveness.