At Etech, our emphasis on partnerships and people is further credited by our world-class technology and development teams. Our developers continually strive to create the most advanced and user-friendly software platforms. Every company partnering with Etech benefits from this technology, which means their customers benefit as well. IVR's, Fluid Scripting, Data Capture & Reporting are only a few of the ways Etech's technology ensures quality with every customer contact.
Etech's best-in-class telephony systems utilize a unique Windows XP / Windows 200X-based software program called Customer Interaction Center (CIC). Designed to replace proprietary communication devices such as PBXs', ACDs', IVRs', voice mail systems and web gateways, the CIC platform handles all interactions from phone calls, faxes, e-mails and voice mail, to Internet text chats, Web call-back requests, Voice over IP calls and call recording. Unlike most computer telephony integration solutions, the CIC platform offers an open, unified architecture that virtually eliminates the need for integration of disparate technologies.
Interactive Voice Response (IVR)
Etech's IVR systems are flexible enough to manage high call volumes, while reducing overall cost and improving the customer experience. All of Etech's IVR systems are scalable, feature rich, fully automated, and function in Inbound and Outbound channels.
These systems can:
- Access internal databases to retrieve, update or store customer data for applications.
- Route calls to internal or external resources.
- Record interactive automated menus for applications like Third Party Verification.
- Capture and transmit customer data, including encrypted information such as credit card numbers.
- Provide intricate core-driven menu systems for application like Employment Verification or Employment Pre-Screens and Applications.
Etech has a staff of data analysts working 24X7. Etech's staff provides custom reports, loads customer contacts, updates records and can alter dialing strategies on a moment's notice. Our contact lists are acquired from legacy systems or procured on behalf of our clients. These lists are available to our clients in any requested format, at any interval to ensure quality service. This minimizes our partner's staffing requirements, as all data can be provided in an end-user digestible format. Reports can be handled in off-peak hours to be delivered via email, text message or pager, FTP or web within a 24-hour window.
100% Data Capture
Etech systems capture all information related to every single call - data entry, statistical data and even a recording of the call itself. This information is easily retrievable and is available immediately after the interaction. This comprehensive approach allows us to retrieve and deliver the information you need in order to achieve results and succeed.
Etech employs a highly trained staff of application and web developers. At the heart of Etech development activity is a customized application deployment tool. This ensures our partner's a quick launch of their campaign. This also ensures their campaign's launch is functional and efficient, allowing our new partner's to effectively meet business demands. Etech also provides integration with business legacy customer applications, a customer relationship management interface for external access, or an integrated application accessible online. Our website development team excels in enhancing corporate web presence, providing online interfaces for employment applications, increasing database driven sales, and developing aesthetic web elements such as flash presentation.