State-of-the-Art Technology

A program’s success requires providing access to support options when and how customers prefer. Telecom, Inc.’s state-of-the-art contact center technology infrastructure allows us to offer you the options, reliability, and security that you require, 24 hours a day, 7 days a week.

By partnering with Telecom, Inc., you can take advantage of our robust suite of sophisticated contact strategies to offer your customers the support options that they demand. Our dynamic, results-oriented IT team is eager to solve challenges with innovative, cost-effective solutions, creating a winning formula for helping companies to effectively and profitably support customer lifecycles.

Contact Center

To provide you with the best in outsourced contact center technology solutions, it is essential to offer the most effective tools and techniques available. That’s why Telecom, Inc. has been built from the ground up to incorporate the best-in-class solutions.

Our Contact Center offers a truly unified solution that integrates various features that allow your business to engage with customers across all channels and effortlessly transition between channels without losing the context of the conversation.

Our Core Features include:

  • Inbound ACD
  • Predictive Outbound
  • Web Chat / Collaboration
  • SMS and Email
  • Call Transfer / Conference
  • Dropped Calls Continuity
  • Skills Based and Priority Routing
  • Workflow Automation
  • Unified Reporting
  • Call and Screen Recording
  • Dynamic Caller ID Assignment
  • Graphical Scripting
  • Unified Reporting
  • CRM Integration
  • Caller ID Customization
  • Virtual Queue with Callback
  • Remote Call Monitoring
  • Contact Blending
  • Right Party Contact
  • Voicemail

All of our key systems are fully integrated with our contact management and data mining processes, providing the clearest possible picture of customer needs – before, during, and after contact, giving your customers a seamless, context-rich, and personalized customer experience.

Data Centers

Telecom, Inc.’s Data Centers provide secure, reliable access to the critical information required to offer you the exceptional service you expect. Fully integrated with our Call Center Systems, our Data Centers provide our customer service representatives with meaningful information that allows them to continually enhance the customer experience.

Our robust and stable systems are capable of scaling to meet your changing business needs. Whether your data requirements are large or small, complex or simple, Telecom, Inc. is positioned to meet your peak processing needs.

We understand that the success of your project is dependent on our ability to provide peace of mind. That’s why our Data Centers employ cloud-based systems and perform real-time data backups. Network security tools, hardware and software firewalls, data encryption, and physical access limitations ensure that sensitive data remains confidential, secure, and fully compliant with both HIPAA and PCI DSS standards.

Our data solutions deliver the right information at the right time, allowing for easy analysis and tracking of customer trends. This information makes it possible to offer you important call data to help maximize the results of each customer interaction.

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