Call Centre Technology & Unified Messaging

We currently have a dedicated Fibre Internet link, 60% of which is dedicated to voice traffic. Operating on a SIP-enabled PBX allows us the ability to increase our capacity, both trunks and concurrent call capability, if required for an event or ongoing situation.

Startel Contact Management Center (CMC)

The Startel Contact Management Center (CMC) is a Windows-based, multichannel platform that combines queuing and routing processes, scripting and dispatching, and real-time monitoring and reporting for telephone answering services, contact centres, and other industries. It also manages and blends all inbound and outbound media, including voice services, SMS, email, fax, paging, and instant messaging.

Intelligent Dispatch

Intelligent Dispatch brings together all of First Contact’s dispatch options -including Email, Fax, Page, Secure Messaging, SMS - to deliver an efficient, mission critical service.

By using this service we can effectively meet each of our clients’ unique needs. We can set up automatic dispatch scripts for each client based on a number of pre-defined client criteria.

Call Reporting

Most contact centres depend heavily on performance metrics to measure how efficiently they are operating and how well they are meeting the customers’ needs and the company’s objectives.

First Contact's reports pull real-time data from the Contact Management Centre (CMC) to provide users with greater insight into the performance of their contact centre.