Show sponsor PAETEC Communications Inc. (Booths 213-215), a competitive carrier based in Fairport, N.Y., announces DirectLink, its IP contact center. DirectLink delivers hosted interactive voice response (IVR), contact routing and reporting capabilities over an IP infrastructure.
DirectLink targets contact centers with up to 500 seats. Using the product, customers with multiple contact centers that are dispersed geographically can integrate the centers logically for reporting and call routing. As part of DirectLink, real-time reports are available as the platform collects and centralizes information within PAETEC’s network.
Because DirectLink is a network-hosted solution, PAETEC maintains a platform that in the future will provide additional applications such as Web collaboration and speech recognition, minimizing the customer’s future capital and operational expenditures.
While DirectLink is IP, its hybrid configuration allows it to interface with both IP and TDM environments. The intelligent routing capability ensures that a call is sent to the most knowledgeable representative, thereby increasing customer satisfaction while also decreasing the call’s handling time.