iVoice, is a state of the art call center, that enables
communication and business outsourcing solutions
for the Spanish speaking population living in the
US. By combining cutting edge technology, with
highly trained college graduates from Mexico, we
provide our clients with services that add value to
the fastest growing segment in the US market.
iVoice is a full service provider of strategic inbound and outbound
customer communications, data collection and business
Targets its services to US Spanish Speaking population by offering superior
quality via the exclusive utilization of highly trained, college graduates from
Mexico on all client programs
Offers ample experience in developing contact center solutions designed to
improve the productivity and effectiveness of companies
Part of TechBA program, our accelerated growth and technological
innovation gave us the key to enter TechBA`s program
ALLIANCES AND PARTNERSHIPS
iVoice is part of the iFone group, a telecommunications
company that offers communications services and
products for contact centers.
Our group is the exclusive distributor of Altigen in Mexico,
Latin America and Spain. This alliance allow us to have
access to all the infrastructure needed to support call
iVoice is a Microsoft Gold Certified Partner. This
partnership guarantees the optimal implementation of
Is our partner in telecommunications. Our partnership
allows us to offer unique prices to our customers.
CALL CENTER SERVICES
iVoice concentrates on identifying their customers’ needs and satisfying
them, by attending, listening and giving quality solutions
offers Inbound customer services, telemarketing, collection programs,
inbound and outbound sales programs, client retention programs, help
desk and product support.
focuses on customers` core competencies, making their business more
efficient and profitable.
regardless the size of the company or program, offers personalized service
and unique technological implementation, for each of our customers.
agents are highly trained, college graduates from Mexico, on all clients
We offer the most recent advances in technology
PBX services are provided through
Altigen Communications equipment
and iKTK software.
ACD (Automatic Call Distribution) provides
switching technology to assure the most efficient
and accurate use of our staff and your time.
CTI (Computer Telephony Integration)
assures customer satisfaction by providing
personalized customer information to the
service representative’s desktop.
Software our in-house developed
software reflects the ability to analyze, meet and
personalize our customers´ needs. It provides
monitoring, call and screen recording, scripting
and reporting capabilities to assure efficiency
and productivity of every call and every service
software provides collection, evaluation and measurement of:
Inbound calls answered and outbound calls made
Log-in and log-out time
Total not-ready time and DND / FWD time
Average of dialed calls, total of wrap-up, total wrap-up time
Total of calls on hold; total and average on hold duration time
Calls distribution by hour
Calls attended by agent
Sales by agent
Daily service level and monthly average
This valuable information predicts volume of trafficcto develop an efficient
infrastructure of service for our clients.
EXAMPLE OF CLASSIFICATION
CALL CLASSIFICATION (SUMMARY)
CLASSIFICATION NUMBER OF CALLS %
Booking 18266 42.4
Confirmation 2246 5.2
Information 19662 45.6
Claims 312 0.7
Changes 763 1.8
Cancellations 1642 3.8
Other (Customer Hang up call, Wrong Call, New Destinies) 193 0.4
TOTAL 43084 100
Changes 4% Other
* August 1st to 31 st 2007
Resource or Service Productive Environment Acceptable in Contingency
Digital Trunks 240digital trunks (8 T1s) 60 digital trunks (T1)
Dedicated connection of 2 Mbps
Access 1024 Mbps ADSL of
that maintains the connectivity of
Internet (Data) restricted communication with the
the Call Center with the Corporate
It supports up to 20 clients
It supports up to 150 clients and
Electrical Energy equipment (45%) and the Data
the Data Center
• iVoice is a state of the art call center, that specializes in serving the Spanish
speaking population that live in the US.
• iVoice offers superior quality via the exclusive utilization of highly trained,
college graduates from Mexico on all client programs.
• Our services are implemented via state-of-the-art infrastructure provided by
our technology partner Altigen. Together we offer the most comprehensive
levels of services available in today’s industry.
• Our exclusive software, iKTK , collects, evaluates and measure data to
provide specific customer needs.
iVoice USA, Inc.
1 866 641 0327
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