Technology provides the foundation on which we deliver high quality services for our clients.

We know our clients demand a secure infrastructure. At eTelecare, we provide nothing less. Utilizing the latest in technology, we use a secure, reliable, full voice-over-internet-protocol (VOIP) network infrastructure that seamlessly connects our centers worldwide. Rest easy knowing that our networks and your data are secured from the inside and out by best-in-class security solutions. Our multi-faceted approach to data security includes our Global Security Policies based on the ISO17799 framework, penetration testing, firewalls and intrusion detection systems.  All of this is monitored for maximum uptime via state-of-the-art network management systems and scheduled security audits.

We use an award-winning call recording platform to capture, record and log both voice and data interactions for calls. This technology provides us the ability to gain valuable insight into the customer's interaction that can help us and you improve performance. The technology offers a broad range of features which allows us to capture, manage and learn from the customer interaction.

We also utilize advanced workforce management software from Aspect Software (we also support other workforce platforms if requested). This allows us to create optimal agent schedules to meet service levels, while also accommodating employee schedule preferences. We monitor adherence, intra-day trends, and other key metrics in real time; provide “what if” forecasting for improved planning; and allow agents to have more control over their schedules, leading to higher agent morale and reduced turnover.

When it comes to reporting, we know our clients are not one-size-fits-all. We offer a wide variety of real-time and historical call detail reports that meet day-to-day business needs. We also offer many reports from Quality Assurance, Workforce Management, and Training. As always, custom reporting is available for those clients who require tailored operational reports. 

With a state-of-the-art Avaya call handling platform with CTI, highly redundant network infrastructure, multiple network providers, and redundant geographic paths, eTelecare offers a world-class, highly reliable network.

To discover more about how eTelecare can put technology to work for you, call 877-375-0002.