Capabilities

Capabilities

As part of its Business Services offering Redbourne is able to use the following technologies to deliver Business Process Outsourcing solutions for your organisation:

  • Computer-Telephony Integration (CTI): integrates computer and telephone systems to manage contacts efficiently and accurately.
  • Voice over Internet Protocol (VoIP): enables significant reduction in call costs while not sacrificing systems security.
  • Interactive Voice Response (IVR): enable clients to access required information and services via an automated infrastructure.
  • Document Management System: create and manage a paperless office.
  • Sophisticated Contact Centre Management Software: real-time tracking of contact centre activity enables your business to understand client demands and generate easy-to-read and reliable standardised reports.
  • Workflow Optimisation: customise resource allocation to maximise efficiencies whilst not sacrificing client satisfaction.
  • Multi-channel Communications (Phone, Email, SMS, Internet and TTY phone): enables clients to access services in their preferred communication medium.
  • Online-access to Databases and Reporting Functions: enables your business to access and generate reports remotely to monitor the service and the effectiveness of the BPO solution.
  • Call/Contact Monitoring and Recording: maintain accurate records of client contact sessions including phone and email contacts.
  • Electronic Form/Document Processing: reduce double entry and eliminate error whilst not altering current paper-based collection procedures.