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Telephony
XL World connects to multiple tier-1 carriers, either via VOIP or via regular ISDN lines, supporting more than 1.000 concurrent calls.
XL World’s internal voice network is based on VOIP, thereby allowing transparent routing of calls among sites.
XL World also supports:
- Interactive Voice Response (IVR): a fully scriptable IVR platform that allows for optimal routing of inbound calls and provisioning of fully automated services
- Automatic Call Distribution (ACD): calls can be routed to the optimal group of agents based on a wide range of criteria (skill, time of day, availability, workload, etc.)
- Computer-Telephony Integration (CTI): the telephony system is integrated with XL World’s CRM and contact management applications. XL World integrates external applications provided by the client.
- Predictive dialer: outbound calls are made automatically by a dialer, tuned to guarantee maximum productivity to the agents.
- Call recording/live call monitoring: meeting strict security requirements, training and coaching of the agents, and quality control.
