State-of-the-Art Technology

At ORC ProTel, our state-of-the-art, integrated system seamlessly blends inbound, web-enabled and outbound technology. Our proprietary process meticulously monitors all customer contact activity to ensure that our clients' programs are performing at maximum efficiency.

Our sophisticated blended process, in contrast to discrete systems, detects - in real time - the need to switch between inbound, outbound or internet operating functions and automatically shifts customer contact activities to agents with the proper skill sets. No changing seats - no moving stations - no interruption. The bottom-line result: optimum performance for our clients' campaigns.

For our clients, this capability allows us to continuously align resources with client programs, and to communicate with customers in the medium they prefer.

System Resources

• Truly blended inbound, web-enabled and outbound technology utilizing the award-winning Interactive Intelligence CIC platform.
• Digital audio recording
• Multiple contact management capabilities
• SQL Server database
• Customized real-time reporting
• Secure Wide Area Network (WAN)

Our system also gives us powerful tools for performing, reporting and tracking programs - from inbound and outbound sales assignments to catalog ordering and tracking to CRM work and help-desk applications. Our supervisors can monitor calling activity in real time, generate reports as needed and enhance efficiency as never before, utilizing information from a single database.

Our IT and program management systems include some of the most advanced technology available in the industry today. This technology allows us to send and receive client information in virtually any format. A secure Wide Area Network (WAN) provides the link for communication and data transfer between ORC Protel contact center and clients.

Program management is greatly enhanced by utilizing integrated, proprietary management/reporting software with multifaceted program reporting capabilities. Real-time reports are utilized by ORC ProTel management while the program is "running" to ensure that quality standards and program objectives are met or exceeded. These reports are also used for quick and early identification of a program trend or problem. The system provides almost "instantaneous" information in a variety of statistical formats.

Key to our capabilities is our centralized database and quality assurance system. This innovative technology, which has been customized to our exacting standards, enables us to provide you with uniform processing, support and operations from any of our facilities, ensuring consistent, accurate and on-time delivery.

All ORC ProTel facilities are connected via a wide area network. This allows account managers, senior managers, and executive personnel the ability to access all program information at any time from any facility.