RapportCMS Call Centre Technology

We are confident that the RapportCMS approach provides a superior technical solution. Delivered through the cloud RapportCMS provides greater scalability and flexibility. RapportCMS’s pay per use model saves precious Capex funds and eliminates the need for expensive long term maintenance contracts.

  • Architectural & operational features
    • Support of both TDM and IP transactions
    • Multiple location support
    • Multiple tenant support in a true cloud environment
    • Browser based solution, no additional hardware required at the end user site
    • ‘On the fly’ upgrades at a tenant level
    • In-depth integration into other systems (e.g. Siebel, Salesforce)
    • Scalable capacity at both tenant and user levels
    • XML, SFTP, WebServices and API support
  • Core functionality & capabilities
    • Full outbound dialing capability – Manual, Preview, Power and Predictive
    • Dynamic scripting and interaction management environment
    • Campaign management engine
    • Inbound call routing, ACD, Skill Based Routing, Intelligent Routing
    • Advanced IVR functionality
    • Customer interaction Rule Engine
    • Online live and historical reporting
    • Chat based communication between team leaders and agents
    • Interaction of Social Media
    • Workforce rostering and  schedule adherence management
    • Call recording and monitoring, with real time retrieval
    • Qualitative and Quantitative management score-carding (QQMS)
    • Detailed call disposition and activity tracking
    • Full Presence Tracking
    • Computer Telephony Integration/ Screen Pop (CTI)
    • Intelligent call routing to remote and/or facilities-based agents
    • Call transfer with full digital recording
    • 3-way conferencing with digital recording
  • Recruitment, Training and Payroll
    • Recruiting: RapportCMS’s recruitment module is a highly configurable, browser based recruitment system. It enables application processes to be designed on a role by role basis. This includes unlimited tests, questions and auto corespondences. The system also provides detailed candidate managment tools and an employment history precedent database.
    • Training: The RapportCMS Virtual Classrooms enables effective and comprehensive training.  Agents access the classrooms through the Teleworker Agent Portal interface and can either join group training sessions or one-on-one coaching with team leaders. Trainers can access the training room through the RapportCMS administration system from any location.
    • Payroll: RapportCMS has a built in ‘Gross’ payroll system. Agent timesheet are calculated at real time via our Presence engine and displayed to agents via the agent portal for approval or despute. Time sheets can then be edited/approved by HR in the RapportCMS administration system. Integration is provided to accounting packages (e.g. Sage, MYOB).  Once payruns are completed RapportCMS devlivers payslips through the Teleworker portal to agents.

 

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