RDI's state-of-the-art technology delivers seamless call center support and provides a competitive advantage for our clients. With an open technology framework, RDI leverages open architecture protocols to ease integration tasks. In addition, we deploy an integrated desktop platform toolset that allows us to enclose and encapsulate information, transfer it between disparate computing systems, consolidate reporting elements and field multiple channel interaction tracking tools.
RDI's technology infrastructure consists of a set of custom-developed, interactive functions that work together to make each of our call centers run efficiently and reliably. The framework of our infrastructure is a customized suite of hardware and software called Customer Interaction Center (CIC), which was developed by the award-winning technology provider, Interactive Intelligence, Inc. ("I3").
CIC manages our integral functions such as predictive dialing, call routing, call blending, and Integrated Voice Response (IVR). The result is a state-of-the-art call center technology infrastructure that ensures our efficiency, tracking and continuous improvement.
RDI utilizes the "I3" system for blending inbound and outbound call center activity. This cutting edge feature maximizes call center productivity by allowing representatives to make outbound calls when inbound activity fluctuates.
RDI surpasses its competitors when it comes to inbound service levels. However, with one of the industry's most advanced, seamless call-blending technologies, we also lead the way in terms of outbound productivity. Our system adheres to all state and national regulations regarding abandonment of calls while managing high levels of efficiency. Our system runs several programs simultaneously which maximizes contacts and productivity.
"I3" has recognized RDI as one of the most innovative users of its customized call center solutions, proving that when you partner with RDI, you capitalize on the most efficient tools in the industry.
RDI's skills-based routing system matches our agents with inbound and outbound calls based on the program-specific training they receive, as well as the proficiency they show for particular types of calls. For example, if we have 100 representatives trained on a particular program, we can route that programs most complex calls to the ten best representatives in that group.
At RDI, we have more than 35 years of experience building relationships. We realize that every call is a reflection on our client's company and an opportunity for them to build a lasting relationship with each customer. Our open architecture allows us to custom-build a CRM application, or we can seamlessly integrate your existing application into our call center technology. Integrated Voice Response (IVR)
The primary goal of any inbound call center program is to fully address the callers needs in as little time as possible and leave them feeling positive about the call. Integrated Voice Response (IVR) can be an invaluable tool in accomplishing this goal. RDI has invested in state-of-the-art IVR technology that gives callers simple, efficient options for accessing information that does not require the assistance of a representative. RDI's IVR system is capable of handling a wide range of applications, including robust automated attendant solutions, voice mail systems and customizable IVR applications.
RDI provides an advanced IT infrastructure that provides flexibility and innovation in creating and delivering our solutions. Our Voice over Internet Protocol (VoIP) delivery allows us to dynamically deliver volume to any location on our network. In addition, RDI provides intelligent call management to enable routing decisions based on skill, queuing, or other criteria, to improve the efficiency and effectiveness of operations. Our secure, thin client technology platform also provides our home agents 100% of the functionality available within our call centers. This platform provides encrypted access to client applications and telephony systems located in redundant data centers.
RDI clients expect and receive the benefits of innovative technology. Our technology platform allows us to offer our clients with satisfied customers using numerous channels of communication. RDI's contact management and data modeling processes generate and analyze customer history and market information that delineate client needs.
For more information please contact our sales department at 513.984.5927 or