Products

banner-new

Applied Business Technologies Products


  • Voice and Screen Recording
  • Quality Assurance
  • Speech Analytics
  • Performance Management
  • Post Call Surveys
  • Custom IVR Implementation
  • Workforce Management

Applied Business Technologies offers consulting and solutions for medium-sized businesses and multi-site large enterprises. Our contact center management solutions help companies within a variety of industries including telecommunications, mobile services, healthcare, automotive dealerships, financial services, and the public sector. Attract and retain customers by digitally capturing phone and data based interactions that helps to improve risk management, quality assurance, customer retention, dispute resolution and other critical business concerns. We cover all aspects of Call Recording and work across virtually any telephony platform.  In conjunction with our recording applications, we offer several additional products such as Speech Analytics, Business Data Analytics, Post Call Surveys, IVR Installation/Customization and Workforce Management.  With Applied Business Technologies, you can build one of the most powerful quality and revenue generating process on the market today.

Call Recording and Screen Capture

We offer a non-proprietary call recording tool that is software and server based (Windows platforms). The recording server can be fitted to perform as a single server contact recording software platform supporting VoIP, analog, digital, and trunk side recording. For more information, please click here. Our platform also combines voice and screen capture for synchronous playback.  Complementing this tool is a fully featured Quality Assurance reporting system.  This application works great in conjunction with our Post Call Survey and Speech Analytics tools.  Please click here for more information.

Speech Analytics

Speech Analytics is a comprehensive platform to analyze agents/customer interaction within the contact center.  Useful information is extracted to identify calls from unsatisfied customers.  This technology ensures results by recognizing spoken phrases. This tool gives decision-makers insight into what the customers really think about their level of service so that they can quickly react.  Applied Business Technologies works with you every step of the way and beyond the installation to insure that you receive maximum benefits out of this tool.  Combined with our Call Recording and Post Call Survey this tool becomes one of the most powerful combinations in the Call Center industry.  For more information on our Speech Analytics product, please click here.

Business Intelligence / Performance Management

Our Business Intelligence tool is a combination of applications and practices that are used to measure past and present business performance. Our Performance Management tool uses a consistent set of metrics to identify and measure the benchmarks and key performance indicators that inform organizations on the success of their call centers via promotions, marketing campaigns, etc, thus enabling you to take your business to the next level.

Post Call Surveys

Applied Business Technologies offers a completely customized automated post call survey tool that is user-friendly, comprehensive and provides immediate customer feedback about your customer service and products.

This is a completely interactive survey tool that allows customers to provide feedback via any touch tone telephone or by voice response to questions that you determine as key indicators for customer satisfaction, compliance, employee campaigns, special campaigns or quality assurance.

This can be combined with our Speech Analytics, Call Recording and Screen Capture applications for a unprecedented solution.  For more information on our Post Call Survey application, click here.

IVR Customization

We realize that every business process may need different call flows for directing the inbound queries, inbound call routing and self-service.  Applied Business Technologies offers various IVR platforms, consulting and customization.  Applied Business Technologies along with our team of developers offers  VoiceXML application development and implementation, Voice User Interface design (VUI), and CRM/CTI integration and development. For more information on our IVR services and products, please click here.

Workforce Management

Our workforce management tool is used to incorporate all the activities needed to maintain a productive workforce. Various types of organizations can utilize this workforce management system to predict current and future staffing requirements, short-term peak loads and availabilities for holidays and weekends, budget allowances, skills and adhering to labor law-related restrictions.  For more information on our Workforce management products, please click here.