Enhanced Customer Care Solutions Inc. strongly focuses on the quality of our contact center performance. In order to measure, improve and understand our clients needs we utilize effective call center monitoring technology, namely, etalk. This technology is also utilized to ensure consistent and accurate customer interactions.
Featuring synchronized recording and playback, etalk allows every aspect of our Customer Sales and Service Representatives interaction with a customer to be captured and stored for easy evaluation. Etalk supports both on demand and scheduled recording of conversations as well as screenshots of the customer sales and service representatives computer desktop activities. This technology further enhances our feedback and training sessions.
Another very important benefit of partnering with Enhanced Customer Care Solutions Inc. is the ability to implement a business continuity plan for your business. This service is an absolute must when it comes to reacting to unforeseeable and uncontrollable disaster.
When disaster strikes we can redirect our dedicated voice T1 traffic, currently in Melville NY, to our carriers VOIP platform located in Los Angeles California. This is the same location used as a backup for AT@T , Google, Qwest and Global Crossing. Our housed equipment includes: Proprietary IP PBX, Proprietary fully hosted internet based Outbound Dialer platform, File Server, Exchange Server, Firewall, VPN Server, Radius Authentication server, MS SQL server with reporting services, Postfix MTA, and ILS Server. In addition to our co-location facility, all of our servers are backed up remotely on a daily basis.
With the combination of excellent customer service representatives and the best technology currently available, our clients are rest assured that when a black out or other unforeseeable disaster strikes, their business will continue to flourish uninterruptedly.