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Tel: 1-(703)-669-2800
Fax: 1-(703)-669-5508
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Support
Tel: 1-(703)-669-6408
Fax: 1-(703)-669-5508
www.interactivehelpdesk.com

Corporate Address

Headquarters: Leesburg, VA

803 Sycolin Road SE
Suite 203
Leesburg, VA 20175
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“Speed-to-field and clean integration to all types of client systems including calendaring, fulfillment, and field sales giving us superior capabilities for our clients.”

- Lead Generation & Polling Center

Outsourcers

Outsourcers are in one of the most competitive industries in the global economy. Interactive Softworks is right there with them, helping them win every piece of new business with superior technology. Our 15-plus years of experience working with outsourcers gives us the knowledge to help our outsourcer clients design, develop and deploy new products and services faster than their competition.

In the outsourced business, it’s “the quick or the dead.” Interactive Softworks’ customers can go from capturing new business to providing fully functional business services in a matter of hours -- and that includes being able to integrate data and communications channels with other applications.

The Interactive Softworks difference

What makes Interactive Softworks’ outsourcing solutions different is that we focus on providing the bridge between data and communications channels. We use the power of Interactive Server, our SOA (service-oriented architecture), combined with VoiceNet, our full-featured contact center, to provide outsourcers with the most powerful yet flexible solution available. What makes our solutions different is:

Advanced workflow and BPM: allows outsourcers to speed the development, testing and deployment for each outsourced project using business process rules and workflow
SOA contact center: provides the powerful integration capacities of SOA with the communications capabilities of a complete multi-channel contact center
Multi-channel blending: brings voice, data, fax and e-mail together with data from other applications and data sources
Preview, power and predictive dialing modes: delivering maximum efficiency in dialing and maximizing the performance of every agent
Workflow-based user interfaces: allow for the design and deployment around your key outsourced processes, which is crucial to maximizing productivity and effectiveness
SOA integration: the ability to provide integration to client back-end systems -- such as payment processing, order management, taxation, address verification, document management and other systems -- is critical to expand your outsourced business with current clients. Interactive Softworks provides a full Web-services integration platform to allow you to tightly integrate with your client’s entire enterprise.
Advanced workflow and business-process management integration: In conjunction with Interactive Softworks’ BPM module, managers can shape each campaign using business process rules. This improves campaign efficiencies, drives performance and allows for quality performance replication for subsequent campaigns.

Outsourcers look to Interactive Softworks for:

SOA (services-oriented architecture) – Interactive Server
BPM (business-process management) – Interactive BPM
Contact centers (contact center development) - VoiceNet

SOA, BPM and multi-channel communications technologies are critical for outsourcers that want to expand their business by offer products and services that are quickly deployed and integrated tightly. For years, outsourcers have depended on team at Interactive Softworks to provide the knowledge and technologies to keep them ahead of the competition.

Features	Benefits
Multi-channel Blending	Brings voice, data, fax, and email together and integrate with internal or customer systems. This allows agents to be more responsive to customer demands and meet call objectives
Skills Based Call Routing	Design systems based on unique business process aspects and the unique agent skills. For example, direct foreign language speaking customers to agents with that language skill
Call Recording and Searching	All calls are capable of being digitally recorded and searched. These recordings have a variety of uses including training, trend analysis, and regulatory compliance.
CTI	VoiceNet provides powerful easy-to-use tools to interact with customer data. Screen pops deliver customer information from multiple systems. Data collection screens can deliver information to the appropriate systems based upon business need.
Performance Monitoring	Eliminate complex spreadsheets of old data by integrating multiple systems into performance portals. This gives managers a graphical, real-time look into agent performance and allowing them to take action that will have an impact on campaign results.
Advanced Workflow and Business Process Management Integration	In conjunction with Interactive Softworks’ BPM module, managers can shape each campaign using business process rules. This improves campaign efficiencies, drives performance, and easily allows for quality performance replication for subsequent campaigns.
Web-based Reporting	Remote reporting capability allows agents, managers, and customers, based on security and business rule