We Partner with the Best.
The Results Companies knows that successful companies, large or small, are always looking for new ways to grow and improve results. It goes without saying that technology is a key business enabler, helping businesses do more, communicate better and increase both productivity and revenue.
Avaya is a leading global provider of business communications applications, systems and services focused entirely on serving the needs of businesses large and small. Avaya serves more than one million businesses worldwide, including more than 90 percent of FORTUNE 500® companies.
With Avaya, Results is able to give an entire organization the communications tools they need to be productive and responsive.
Avaya Multi-Channel Communication Platform:
- Avaya Communications Manager Version 3.1
- Current Release 13.1
- CenterVue Call Management System
- Current Release 13.1
- Avaya VoIP 4610
- Avaya AES CTI Version 3.2
- Avaya IVR Voice Portal
- Platform is fully redundant
- All products under maintenance
Scheduling Software helps management plan agent work schedules so that assignments are effective and efficient for both the agent and the call center. Call center scheduling helps us avoid under or over-staffing and ensures agents are working when they are needed, while also utilizing their skills best. With IEX call center scheduling in place, we can ensure that calls are answered by the highest-skilled agent for the call type, and that there are sufficient agents available to successfully meet service levels for our clients.
Since 1988, IEX has been helping businesses like Results successfully optimize the performance of their contact centers. IEX, a leading provider of workforce management software for call centers with over 3,100 contact center sites and more than 1,000,000 agents in over 50 countries, provides:
- Accurate forecasting of call volume throughout the day
- Easy call center scheduling by agent skills/experience
- Management of seasonal volume changes, customization of shifts
- Real-time adherence for a solution to even the most complex call center scheduling constraints
CSI Virtual Observer
Sophisticated call recording is more critical today than ever due to increased legal requirements, security concerns and training needs.
Results utilizes Virtual Observer from Coordinated Systems, Inc. (CSI) for our digitized recording and quality monitoring solution. Virtual Observer is a solution that allows for the capturing of voice and screen on 100% of calls.
Digitized recording of calls provides vital information for supervisors and representatives to evaluate their interactions with customers thereby providing valuable feedback for continual improvement in customer care.
Altitude Software is a leading independent contact center vendor, with its Altitude Unified Customer Interaction™ (Altitude uCI) product line. Founded in 1992, Altitude Software has offices in 14 countries and is one of the largest software suppliers in Europe – 7 of the 10 top outsourcers in Europe and Latin America have chosen Altitude uCI™.
With Altitude, Results' Centralized Agent Desktop provides a unified desktop to manage a suite of customer interactions for customer service; help desks; collections; order desks; proactive telemarketing, sales and service; and business process management in a single screen (both browser and Windows).