Infrastructure / Capabilities
Interactive Voice Response (IVR) System
Based on the client's choices on the IVR system, calls can be routed to the appropriate queue where agents trained for that area are assigned. This also provides the ability to educate callers, via front-end messaging, of issues that may affect them. This lessens the amount of time it takes for customers to access relevant information, therefore increasing customer satisfaction.

Call Tracking Reporting
OLS has developed its own incident and call-tracking management system known as Techlog. As Techlog has been developed in-house, our experience with it is unequalled. The fact that it is maintained and upgraded using existing personnel affords OLS the flexibility to modify it to our customers' specific requirements.

Techlog is extremely flexible, allowing the client to determine their own call type categories, as general or as specific, as required. As it is web-based and built on the MS-SQL server, it gives our clients real-time access to their data allowing on-demand generation of such things as call-type breakdown reports and customer incident detail. It is a robust, multi-featured help desk software program that will grow with your company, and ensure your customers never fall through the cracks.

Avaya S8700 Switch
The Avaya S8700 provides the flexibilty in features and easy to use interface for our Quality Supervisors and Contact Center Managers.

OLS has found that the Avaya switch offers more functionality than virtually any other item on the market today. The system requires little, if any, customization to accomplish even the most complicated tasks. Unlike competing products, these capabilities are build into the systems rather than sold as expensive add-ons. The coding and programming of the switch is significantly more efficient and more flexible than that which is required for comparable products.

The language closely mimics the imperative form of the english language, making it an intuitive process to a large degree. Accordingly, changes and routine maintenance occur much faster due to its inherent ease of use. In addition, skills-based routing is made possible by Expert Agent Selection (EAS) software, which is considered to be one of the best in the industry.

Automated Call Monitoring
In 2001, OLS implemented the ACD Agent Monitoring System, created by CSI-Data Collection Resources. By using this tool, Quality Assurance Managers can schedule hundreds of recording sessions in advance and replay these calls at any time to ensure the quality of service.

In addition, the use of Dictaphone's Freedom Connect allows us to store and capture vital information from the PBX system with each voice recording. Search time is dramatically reduced and calls are retrieved with pinpoint accuracy. Voice files can be accessed and shared through PCs, over local and wide-area networks, over the Internet or intranet systems, or can even be emailed.

Call Recording
OLS uses Dicaphone's Freedom Voice hardware to offer 100% call recording capabilities for liabilty and quality management. The calls are stored on line for a period of up to one year and can be accessed easily via a web browser for grading and playback. The calls can also be made available to our clients for review using a standard media player.

Call Routing and Skills-Based Routing Capabilities
OLS utilizes a variety of methods and tools to connect the right caller with the right CSR. Skills-based routing is utilized in many of our client programs to segment callers by geography, specialized skill, product interest, or customer segment. The ability to use skills-based routing is integrated into our Avaya Management programs.

Remote Monitoring
OLS offers real-time remote voice monitoring via a DEES CM-30 Service Observing Module. The unit allows for selective dial selection of agent lines for observation from remote locations using a standard telephone set. In addition, we utilize E-Talk as our call monitoring and recording software. The calls are recorded in an .mp3 format that can be made available to our clients for download and review.

OLS offers real-time remote data monitoring via our web-based ticketing and call tracking system. Our clients have the ability to access call detail on demand via a web browser. Our system has been enhanced for use with Microsoft Internet Explorer 5.5 and above.

CM 30 Technology
The CM-30 gives clients the ability to remotely monitor the calls from their customers 24 hours a day through their touch-tone phone. This technology has proven extremely beneficial to both OLS and respective clients for quality assurance measurements.

Ticketing System
Our ticketing system, Techlog, is a custom-designed application used to record all support incidents. It is a multi-user, web-enabled application that has evolved from a simple data entry program to a multi-featured call-center solution. Its flexibility has proven superior to the more recognized off-the-shelf models.

Workforce Management
Aspect eWorkforce management software assigns employees to schedules, records exceptions to schedules as they become known, and tracks contact center performance throughout the day so you can make adjustments to maintain efficiency. It even allows you to tailor input and output parameters so that the program and reports are customized to the special needs and rules of your organization.

Email Management
AnswerTrack is a comprehensive solution for businesses that need to track, route, measure, and manage email communications with external or internal customers. Most commonly, AnswerTrack is used to track inbound customer support email such as support@abc.com, and info@abc.com.

ASD Softswitch
OLS utilizes the ASD softswitch to manage both its client's Inbound and Outbound programs.The ASD softswitch offers sophisticated artificial intelligence(AI) through a predictive algorithm that measures performance against goals, and adjusts system preformance in real time to assure the goals are met. In essence it behaves and responds like a person, coordinating all its resources and overseeing the technology so contact center managers can focus on managing the people. As a result it can produce in excess of 70 connects per hour, double the accepted industry standard. Its AI also manages inbound contacts more efficiently, placing them into general queues or specific pods in a way that assures customer satisfaction. And, it handles traffic more efficiently in blended environments, to maximize productivity across the board.

One of the primary benefits of ASD softswitch that you will notice is that every feature that you need comes implemented within the software. Whether our client requires Inbound campaigns, Outbound, Blended or any other type of scenario, it comes perfectly integrated under one solution, with one, simple an intuitive interface. This very simple, yet powerful, user interface allows OLS to reconfigure to a client's changing requirements in just seconds instead of hours or even days.