Contact Centers

Contact Centers

Our experience operating and managing contact centers means your infrastructure is designed and built for maximum efficiency, flexibility, responsiveness and redundancy. Using an IP based architecture your company can rapidly develop and integrate new services or changes to meet existing and new engagements.

Customer Interaction Management (CIM)
Computer Aided Telephone Interviewing (CATI)
Customer Relationship Managment (CRM)
Sales Force Automation (SFA)
Progressive/Preview Dialing
Call Monitoring/Recording
Do Not Call Compliance
Marketing Channel Management
Print on Demand

Mark L. Gray and Associates’ Contact Center

Infrastructure Overview

Our primary data centers are located in Denver, CO for performance, security and disaster protection. Our local contact center is built around a proprietary integration of the following technologies from leading providers:

Marketing communications management
Customer interaction management
Progressive outbound dialer
Call recording and logging
Real time DNC screening
IP contact center/ACD/IVR
Cisco core network routers
Microsoft Windows production servers
Microsoft SQL servers
A variety of web application servers and data switches.

Integration across Silos

We have deployed a fully integrated environment. The integration of marketing, telephony and customer interaction platforms provides the company with an environment for efficient outbound, inbound, e-mail, internet chat, and/or any other media source as well as integration with other client applications.

This integration also provides the ability to route contacts based on incoming DNIS, ANI or caller-entered digits. All these points are captured in the transaction record in the application database, allowing for detailed reporting by contact outcome and any data point in the customer/prospect record.

Integrated Marketing Automation

At the core of our architecture we have deployed a centralized database and communications management application which provides the capabilities to automate the tracking of advertising and direct marketing as well as deploy and manage email, web, and telephony driven projects.

Integrated Progressive Dialer

Our platform provides progressive and preview dial capabilities. The full range of call statistics are available from this platform – dials per hour, contacts per hour, call dispositions (answer machine, tritones, etc) – as well as real-time integration with application disposition data for complete performance statistics in near-real-time.

Interactive Voice Response (IVR)

For inbound applications, our ACD/IVR’s provide enhanced routing options, self-service automated responses to FAQ and interaction with our or client databases to provide base query information. The IVR is enabled with speech to text and integrated with ACD technology and application database structures.

Web Integration for Collaboration/Web Support

For email, web and internet marketing driven projects our environment enables associates to handle “hot leads” on a priority basis. Additionally, email and chat make it easy for associates to respond to customers.

Workforce Management System

MLG utilizes a proprietary workforce management system for forecasting and scheduling to assure appropriate staffing levels to ensure compliance with service level expectations.

Desktop Systems

Each workstation utilizes a Dell or Hewlett Packard desktop with minimum configuration including 512Mb RAM, 40Gb hard drive, and an Intel processor. Workstations are locked down to provide only those services required by the associate in support of the client program, including the Internet access being limited to predefined sites.