TRG - Contact Center Solutions


	customer solutions

	providing comprehensive solutions to cater to complete customer lifecycle management needs

	Contact Center Solutions

	We recognize the unique requirements of each individual customer – TRG gives your customers the flexibility to connect with us via their preferred channel; be it Live Agents, Interactive Voice Response, mail, e-mail or web chat. Draw on TRG’s extensive experience and other integrated businesses to provide vital complementary services, such as non-voice BPO services and Information Technology resources. By Industry Financial Services Telecommunication Insurance Fast Moving Consumer Goods By Business Need Customer care Technical support Outbound sales Interactive voice response Co-sourcing Compliance Integration with Contact Center Management Suite VoIP (Voice over Internet Protocol) technology and algorithms are utilized in the all the functions of the ACD, making them completely integrated and seamless. Digital recording and call monitoring options do not require additional modules. Due to the seamless technology solution, it is easy to leverage CSRs in multiple locations. For programs with capacity growth in staffing volumes, this integration is essential. The system has the capability to support multiple ACD groups on a single server as well as a single ACD group on multiple servers which provides flexibility for future capacity growth with load balancing. This provides opportunities to expand beyond boundaries with centralized management and reporting. The ACD also has the ability to offer Integrated Voice Recording (IVR) to be played prior to calls being routed to specific CSRs. This can help when trying to determine if a special skill set is required.

Technology Capability

We are the world's leading provider of contact center
proprietary technology. We integrate this technology with
our expertise, and capabilities into customized business
solutions that drive our partners forward.

We own Stratasoft - a leading CRM solutions company

We have strong experience in Avaya PBX / ACD

We have extensive Workforce Management Tools experience

We are a pioneer in implementing VoIP technology

We have the flexibility to implement all of your
technology infrastructure requirements

We are highly consistent in reporting and technology
management

Technology Platform

Automatic Call Distribution (ACD) Platform

Our project management skills enable rapid implementation, flexibility and unmatched performance. Our advanced ACD and development platform promotes on-time response and reliability in delivering custom solutions and application development.

Our processes include:

• Dynamic Scripts: data driven, web-based, Customer
Service Representative (CSR) friendly

• Connectivity: interfaces to legacy systems or web sites;
real-time data transfers

• Reporting: real-time viewable by any criteria on client’s
intranet; customized as per client needs

• By campaign; View by supervisor or down to the individual
CSRs.

• CSR: individual statistics

• Call patterns: avg. wait time for calls, talk time and other
service level metrics

• Custom Reports

• Disposition reports

• Cumulative reports

• Outliers reports

• Compliance: Change management, Security,
Disaster Recovery

Other Computer Telephony Integration (CTI) features include:

• Fully automated call blending (inbound/outbound)

• Multiple dialing modes: Predictive, Preview, Progressive
and Automated Dialing

• VoIP Call Center

• Virtual Call Center (Supports local as well as remote
agents (CSRs Work From Home)

• Automated and dynamic Before/After Call Work based
on dispositions, CSR reporting

• Form-based branching logic script building application

• Monitoring: Blind, Remote, Shadow options

• Quality Assurance module to grade CSR performance

• User friendly and intuitive management applications

• Digital logging at dialer level for every call