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We are confident that the RAPPORTCMS approach provides a superior technical solution at a fraction of the price of traditional and hosted contact centre solutions in the marketplace today. The system is specifically designed to allow:
Rapid deployment
Simple yet comprehensive training for operational and support staff
‘On the fly’ modifications to campaigns
  System management, deployment and support by operational staff
  Extensive real time reporting
  Complete and comprehensive support for home based agents
  A compelling commercial structure that features:
 
A monthly ‘pay as you use’ model
No Capex
No software license fees
No ongoing maintenance charges
 
Architectural and Operational Features:
Support of both TDM and IP transactions
Multiple location support
Multiple tenant support in a virtual software environment
Web based solution, no additional hardware required at the end user site
‘on the fly’ upgrades at a tenant level
Complete standalone Telco solution available with integration into existing Telephony infrastructure possible.
Integration into other systems (i.e. CRM) available as a separate engagement
Unlimited user capacity at both tenant and user levels
RAPPORTCMS is a combination of SQL database with a user friendly Microsoft .NET interface, combined with the Linux based Asterisk open source PBX. This ODBC compliant system enables effective integration and data transfer to client systems.
Core Functionality and Capabilities:
Full outbound dialing capability – Manual, Preview, Power and Predictive dialing with:
Dynamic scripting environment
Campaign management support
Inbound call routing
Customer Interaction Rule Engine
On-line reporting – including:
Real time and historical, self service enabled
Web Based Access
Real time monitoring
Traffic visualisation
  Integrated reporting across all features
  Graphing / trend analysis
  Scheduled and ad-hoc reporting and data mining
  Campaign ROI Reporting
  Labour Cost Reporting
MSN Messenger style communication between team leaders and agent.
Workforce rostering with schedule adherence capability
Call recording and monitoring, with real time retrieval:
Recordings will be stored online for 1 month then destroyed unless instructed otherwise.
Recordings can be burnt to DVD on a monthly basis if required for client storage. (The decision of what to record and/or store and the responsibility to record calls within Australian law is the sole responsibility of the client.)
 
Call disposition and activity tracking
IVR functionality
Computer Telephony Integration/ Screen Pop (CTI)
Intelligent call routing to remote and/or facilities-based agents
Call transfer with full digital recording
3-way conferencing with digital recording
Online Recruiting
An extremely useful tool that enables complete in-house management and measurement of the recruiting process. This module is deployed as a separate engagement as it needs to be tailored to suit specific customer requirements.
Online Training
This module allows for effective and comprehensive training to be delivered in a virtual environment. As with the recruiting tool, it is configured and deployed to meet specific customer requirements.

Deployment of the Recruiting and or theTraining module is undertaken as a standalone Professional Services agreement.