Unity4 has developed a world class call centre technology platform, this platform is not only utilised by Unity4 internally but is also offered to clients as Software as a Service(SaaS).
Please visit: rapportcms.com for details of our call centre technology company.

RapportCMS™

Core Functionality and Capabilities:

Full outbound dialing capability – Manual, Preview, Power and Predictive dialing with :

Dynamic scripting environment

Campaign management support

Inbound call routing

Customer Interaction Rule Engine

On-line reporting – including :

MSN Messenger style communication between team leaders and agent.

Workforce rostering with schedule adherence capability

Call recording and monitoring, with real time retrieval:

Call disposition and activity tracking

IVR functionality

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

Online Recruiting

An extremely useful tool that enables complete in-house management and measurement of the recruiting process. This module is deployed as a separate engagement as it needs to be tailored to suit specific customer requirements.

Online Training

This module allows for effective and comprehensive training to be delivered in a virtual environment.

With all non-direct activity (such as Print and TV media) and direct (email, SMS, voice etc) being tracked against individual targets, prospects and conversions, an 'apples with apples' comparison is possible across differing campaigns. ROI analysis can be undertaken not only across campaigns, but also at an individual customer / prospect level.

With that information captured in a central repository and easily accessible, we can then review the mix of touch points that produce results, and then optimise how targets are communicated with.

RapportCMS™ is a combination of a robust SQL Database with a user-friendly Microsoft .NET operator interface, combined with the Asterisk telephony, email and fax server. The open standard operating system is ODBC compliant and enables simple integration and data transfer to client managed systems.

RapportCMS™ solves many of the issues associated with executing and reporting on integrated marketing efforts. It frees the marketer to focus on optimisation and outcomes rather than logistics.

RapportCMS™ delivers an accountable and measurable method for enhancing the creation of relationships directly with customers.

RapportCMS™ as a lead management tool

Unity4 understand that, for the development a successful corporate sales and marketing strategy, a business needs to "earn" trust. Relationship nurturing is key to ensuring any marketing efforts actually deliver their potential.

Unity4's RapportCMS™ platform will provide the accurate and flexible lead generation and management backbone that nurtures the corporate buying relationship.

It achieves this through its ability to trigger one-to-one communication efforts that are non-intrusive in that they are both relevant for their needs and timely in their arrival.

A full record of communication efforts, whether proactive or reactive, is then captured in association with each customer or prospect captured within the system. The next event triggered will be dependent on what has taken place with them previously.

The intelligence on this prospect can be fed into our client's own internal sales systems for lead follow up, conversion and measurement. Internal client feedback can then be uploaded to close the loop.

data security and quality control

In today's security conscious business environment, data security procedures need to be demonstrably tight, ensuring that customer data is protected at all stages of processing.

Unity4's security and privacy procedures have been developed to satisfy the stringent requirements of some of the largest companies operating in Australia, as well as the Federal Government. We operate over a secured network utilising 128-bit RC4 encryption for all data transfers, utilising data links with multiple Internet service providers.

Firewalls protect all ports available to the Internet with encrypted VPN access for external administration. The administration office in Surry Hills is fully alarmed with 24-hour back-to-base monitoring. All data is backed up daily and stored offsite.

Our servers have multiple levels of redundancy including battery backup and mirrored drives. Access to the central databases is secured by two levels of password protection and accessible only by authorised administrators. Client data is partitioned by campaign and operators are only able to access the data that has been allocated specifically to them.

All voice and data communication travel though our secure telephony infrastructure. Client data is housed in our database systems centrally located at our Surry Hills NSW office, ensuring that we maintain superior quality control and verification control over your activities. This is achieved through digital recording and real time remote data and voice monitoring systems. You can be secure in the knowledge that our monitoring capabilities are effectively superior to those which are currently practiced by most traditional call centres in Australia and that your data is secure.