Putting Technology to Work For You
At Realtime Results we apply technology creatively for your business and our operations in order to drive efficient operations. Our call centers leverage the latest in IP telephony, our onsite network operations center and facilities are driven with redundant connectivity and power to ensure the highest availability. Technology is managed by certified professionals, and we have our own in-house software development team.
Across our contact centers we leverage a leading technology infrastructure including:
Robust Representative Workstations
- Dell PCs running Windows XP
- Dual-monitor flat panel stations enable peak efficiency
- Ergonomically designed stations
IEX Totalview– Leading Workforce Management Solution
- Automated scheduling of agents across centers
- Real-time and historical adherence
- Intraday management activities
Innovative, Web-based CRM Platform
- Web-based, highly configurable OMS/LMS platform
- Integrated call and order data capture, routing and management
- Seamless routing of work to agents independent of location
- Skills-based routing of calls and work elements
- Web accessible reporting
Advanced IP-based Phone System
- ACD and skills-based routing
- Call recording with Web-based remote access and monitoring
- Integrated Voice Response (IVR)
- Fully deployed soft-phone environment with Click-to-Dial
- Support for both Soft and Traditional Phones
- Predictive dialer capabilities
- Easily configured and customized
Rock Solid Network Infrastructure
- Fiber for bandwidth flexibility
- Metro-area network for path redundancy between locations
- Dedicated VLANs/firewalls to segment traffic
- On-site IT and development staff
