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.