IRMC Invests in State-of-the-Art Compliance Technology.Move Designed to Set New Call Monitoring A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval. Standard NEW YORK New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of -- IRMC IRMC Inter-Regulatory Risk Management Council IRMC Ingham Regional Medical Center (Michigan) IRMC Information Resources Management College iRMC Integrated Remote Management Controller (Fujitsu-Siemens) , a premier provider of global call center services, today announced that it will deploy a VoIP-based application suite to fulfill its pledge to reach "Zero-Defect Compliance" at every level of customer compliance. This includes the ability to record, monitor, and analyze customer interactions within its Centers of Excellence worldwide. The solution will provide supervisors and IRMC clients immediate access to mission critical customer interactions, management reports, and analysis. Parallax parallax (pâr`əlăks), any alteration in the relative apparent positions of objects produced by a shift in the position of the observer. In astronomy the term is used for several techniques for determining distance. Technologies Corporation, in conjunction with Cacti, Inc., will deploy the Cacti Contact Center Performance Suite; including the FocusRecord VoIP, Executive Connect, ObserveCTI WebPortal and WordScan applications, at IRMC's 19 Centers of Excellence throughout North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe and Asia. "IRMC has led the way by investing in one of the first and largest all digital, Voice-over-Internet Protocol deployments in the call center marketplace. With Cacti, we're building on that technology platform to offer our clients the most advanced call monitoring and call recording capabilities in the industry," said Vikas Kapoor, Chief Executive Officer at IRMC. "Zero-Defect Compliance is a critical component of the IRMC Pledge and today's announcement is just one step we are taking as part of a comprehensive program to deliver on that promise." "We literally handle hundreds of millions of calls a year for clients who trust us with their reputation," said Barry Grant Barry Grant was a fictional character in the defunct Channel 4 soap opera Brookside. He was portrayed by Paul Usher and was in the series from episode one in 1982 until 1994 with several sporadic guest appearances in 1997, 1998 and the final episode in 2003. , Chief Technology Officer for IRMC. "Once Cacti is fully deployed, we will record and monitor 100% of those calls, using the software's groundbreaking artificial intelligence and speech recognition capabilities to pinpoint and isolate calls that do not meet our high compliance standards." "We evaluated a number of solutions that would support our vision of an application suite to capture customer interactions for performance management and quality assurance. Cacti's contact center technology easily stood out as the best fit to capture, record, and analyze our high volume of voice traffic in a secure and efficient platform." Parallax Technologies Corporation was selected for their experience with Cacti's application suite, service record and knowledge of contact center workforce optimization technologies. The FocusRecord solution was selected for its open architecture, functionality and seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. within the Cisco[R] Unified Contact Center and Cisco Unified Outbound Dialer environment. FocusRecord will ensure the highest level of service is monitored, achieved and maintained to improve overall customer satisfaction, training, and performance resulting in increased bottom line profitability. About IRMC IRMC is a premier provider of global call center services specializing in collections, accounts receivable accounts receivable n. the amounts of money due or owed to a business or professional by customers or clients. Generally, accounts receivable refers to the total amount due and is considered in calculating the value of a business or the business' problems in paying management, and customer retention services through its global call center network of nearly 6,000 employees. With an experienced management team and top-tier investors, IRMC is a fast-growing company with expansion plans in North America, Europe and Asia. The IRMC family of companies is united in a corporate vision and mission, while maintaining unique company names, including: Allied Interstate and First Contact in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. ; CBCL CBCL Child Behavior Checklist (psychology) CBCL Center for Biological and Computational Learning (Massachusetts Institute of Technology) CBCL Canadian Bonded Credits Limited (Toronto, Ontario) in Canada; Legal & Trade Collections, Legal & Trade Financial Services, Reachflow and Revenues Management Services in the United Kingdom; IntelliRisk Philippines, Inc. in the Philippines; and IntelliRisk Management India Pvt. Ltd. in India. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion