As our call centre has grown, so has the technology we use; CallScripter an agent scripting software solution was developed in-house to handle all contacts in and out of Ansaback. CallScripter is now sold throughout the UK and internationally, dealing with many millions of interactions worldwide every year.
Based upon Microsoft standard technology CallScripter allows easy integration with 3rd party applications. It expertly guides the operator through the communication process with the customer, ensuring that all relevant information is collected in a controlled sequence and saved in the correct format, at the right location. Reports are delivered quickly in a variety of formats, including automatic generation of letters, faxes, e-mails and SMS messages. All reports can be scheduled to run at set times and delivered automatically.
CallScripter allows Ansaback to facilitate rapid set-up, handling and reporting of sophisticated multi-channel campaigns for our customers.
We work hard to ensure that all our IT systems are robust and secure.
We protect all of our systems by UPS and generator back-up and we back up all information live, off-site.
1Gb dedicated LAN operates at our primary site in Ipswich and our backup/disaster recovery facility in Martlesham.
We operate 2 x Interactive Intelligence VoIP enabled phone switches with automatic supporting failovers.
Triple redundancy on phone gateways and multiple ISDN lines or VoIP call handling capacity afford multiple call routing options.
Independent dual 100Mb feeds with multi-site automated failovers operate to ensure reliable continuity of internet supply.
Our IT team deploy sophisticated network monitoring and a robust firewall policy to maximise system up-time with a target of 99.999% operational availability.