Dedicated MPLS Line
Our dedicated MPLS (multi-protocol label switching) line between Jamaica and PEI ensures that call audio is of the highest quality and avoids the unpredictability of the public internet, both in latency and reliability. A partnership with Eastlink and strict service level agreements ensures low latency, high up-time and accountability.
Avaya Telephony Communications & Multichannel Contact Center Solutions
The Avaya CS1000E PBX, Aura Contact Center 6.4 and Call Pilot Voice Messaging work together to provide treatment and branding to the call. Leveraging such features as IVRs, skills based routing, application/skill-sets priorities, trouble messages, line-of-business branding, and on-hold messaging we are able to ensure that the best agent for the job is answering the call, that your customer is kept informed about changes to service or the availability of new services, as well as the ability to deflect call volume by notifying the customer of possible service outages that may be current affecting them.
While the call is active, the entire conversation is captured by our call recording solution. Calls can be recorded for quality assurance, compliance, or conflict resolution. A number of modules are available to expand the capabilities of the platform, such as screen capture and voice analytics.
Our call recording platform passes all PCI-DSS and HIPPA security requirements and the ability for agents to manually pause recording ensures that sensitive information, such as credit card numbers, are not recorded. The web-based interface ensures ease of use without the need to install additional software on your PC. The platform also has the ability to write protect a recorded to ensure that once the recording is exported it cannot be modified or tampered with.