Equipment & Infrastructure

State-of-the-Art Inbound Call Centre Technology

Extend’s main operation is located in Brantford Ontario in a state-of-the-art facility. The centre is equipped with the latest in digital equipment and technology, not to mention an amazing working environment for our staff. Our digital technology provides a highly scalable platform capable of handling very large call volumes across North America, and ensures no service interruptions in the event of storms, evacuations, or other natural disasters.

Read about our infrastructure here, or better yet, stop by anytime for a tour!

Software

Our call handling software is highly customizable to the wide variety of applications our clients demand. Most impressive, is the software’s ability to make call handling and data capture fast and efficient. When the length of a call is important, this efficiency adds directly to the bottom line. Software features include:

  • Automatic data formatting. (it even knows when to capitalize a letter and saves us a key stroke!).
  • Direct import of city/state/province fields by our North American zip/postal code database. (no more asking, “What city are you in? How do you spell that?”, it’s all automatic).
  • Caller databases. If the caller has done business with you before, we know it!
  • Multi-currency capability.
  • Real-time shipping, taxation, and payment calculations.
  • Scripting including detailed product help screens, conditional branching, up-sells/cross-sells.
  • Data reporting by any method in almost any format.

Hardware

T1′s from the phone company central office connect directly to our ACD (automatic call distributor) switch. This digital switch utilizes a combination of account profiles and skills-based routing to serve each call to the most appropriate agent. Calls are presented with CTI (computer telephony integration) which automatically “pops” the agent’s computer screen with the account answer phrase, call scripts, help screens, and more. Screens can also be automatically opened to any web page, or WAN (wide-area network) database. In addition:

  • A digital call logger tracks and records calls for quality control and training.
  • All call data is stored on redundant hard drives and backed up onsite and offsite to the cloud.
  • Our site is also served by large UPSs (uninterruptible power supplies) and backed up by a natural gas generator.

Software

Our call handling software is highly customizable to the wide variety of applications our clients demand. Most impressive, is the software’s ability to make call handling and data capture fast and efficient. When the length of a call is important, this efficiency adds directly to the bottom line. Software features include:

  • Automatic data formatting. (it even knows when to capitalize a letter and saves us a key stroke!).
  • Direct import of city/state/province fields by our North American zip/postal code database. (no more asking, “What city are you in? How do you spell that?”, it’s all automatic).
  • Caller databases. If the caller has done business with you before, we know it!
  • Multi-currency capability.
  • Real-time shipping, taxation, and payment calculations.
  • Scripting including detailed product help screens, conditional branching, up-sells/cross-sells.
  • Data reporting by any method in almost any format.

Hardware

T1′s from the phone company central office connect directly to our ACD (automatic call distributor) switch. This digital switch utilizes a combination of account profiles and skills-based routing to serve each call to the most appropriate agent. Calls are presented with CTI (computer telephony integration) which automatically “pops” the agent’s computer screen with the account answer phrase, call scripts, help screens, and more. Screens can also be automatically opened to any web page, or WAN (wide-area network) database. In addition:

  • A digital call logger tracks and records calls for quality control and training.
  • All call data is stored on redundant hard drives and backed up onsite and offsite to the cloud.
  • Our site is also served by large UPSs (uninterruptible power supplies) and backed up by a natural gas generator.

Let’s Talk

If you’re interested in learning more about how our unique software and hardware solutions can help support your business, please don’t hesitate to contact us today. We’re excited to share our expertise with you, contact us now to get started!

Let’s Talk

If you’re interested in learning more about how our unique software and hardware solutions can help support your business, please don’t hesitate to contact us today. We’re excited to share our expertise with you, contact us now to get started!