Truworth has a very strong Customer Support Services Division that caters to the following requirements:

Hardware Infrastructure:
• State of the art hardware Dialer with Dialogic Cards & E1 line
• Seamless VoIP for high quality voice transmission
• Audiocodes gateway, RAD modems and routers
• HP Servers & HCL desktops for extreme performance
• CAT-6 cabling for data and CAT-4 for voice
• High quality headsets and dial-pads for voice clarity
• Advanced Firewall and anti-virus
• Remote monitoring facility

Software Infrastructure includes Blended Application Suite containing:
• Automatic Call Distribution (ACD) Algorithm
• Predictive Dialer
• Voice Logger
• Interactive Voice Response (IVR)
• Reporting module
• Mini CRM

The state-of-the-art system allows:
Automatic Call Distribution (ACD):Intelligent skill based routing based on complex condition logic like:
• Most qualified agent
• Most idle agent
• Least talk time of agent
• Least call rate of agent and
• DNIS/DID, CLI etc.
• Agent based queuing to facilitate account management

Interactive Voice Response:Provides connectivity to databases for
• Automated information delivery
• Playing customized prompts,
• Routing to mailbox for message drops
• Integration with the ACD to provide routing based on IVR input.

Allows callers to leave messages in case no agent is available to handle a call. The IVR will divert callers to specific voice message boxes so as to record the messages to be retrieved later on.

The generalization can be done either in call handling and/or fetching data from database for simultaneous voice and data presentation to agent screen. Through this feature any other CRM or enterprise application can be integrated so that relevant data from specific applications are picked up and shown to the agents while they are servicing calls.