Contact Center
Contact Centers are considered the strategic entry point for a business' clients. The strategic intent of a business can be demonstrated on how service to internal and external customers is delivered. The underlying technologies to deliver these services are in the contact center portfolio. The breadth of offers includes inbound voice, multimedia channels (email, chat, SMS), outbound calling, reporting and analytics, and optimization tools to measure human resources utilization, performance, and effectiveness. RTS delivers all of these applications through partnerships with major manufacturers and integration partners.
The core of the RTS Contact Center practice is the Avaya Contact Center Portfolio - the Global market share leader. Additional partnerships have been formed to complement the Avaya solutions. Along with this, the RTS Professional Services organization develops and customizes applications to support a client’s needs. This includes, but is not limited to self-service applications, routing strategies, and screen pops.
Some examples of what we do include:
- Single Site and Virtual Multi-Site
- Work Force Optimization
- CTI applications (screen pop/ multimedia)
with Avaya Interaction Center and Avaya Contact Center Express - Interactive Voice Response/Voice Portal
- Recording
- Dialers
- Contact Center Reporting Tools
- Business Intelligence/Analytics
- Inbound/Outbound/Multimedia
- Social Media Routing
RTS is an Avaya Platinum Business Partner and Platinum DevConnect member and was recognized by Avaya in 2008 as the Communications Applications Partner of the Year based on the volume of business and array of contact center offers sold and supported by RTS. In 2009 RTS was named the Avaya Enterprise Channel Partner of the Year.
