Tracker TRM™ works with many call centers to deliver network-to-desktop computer telephony integration (CTI), using the Unified Enterprise Database™ to enable intelligent call routing and multi-channel contact management over traditional and IP infrastructures.

Tracker TRM™ integrated call centers feature intelligent, smooth integration of inbound and outbound voice calls with optional integration features for e-mail, instant chat and web collaboration and support.

This integration unifies capabilities, enabling a single agent to support multiple interactions simultaneously regardless of which communications channel the customer chooses.

The information about all communications channels – phone, email, chat and web is stored as activities in Tracker TRM™. Tracker TRM provides call center / contact center solutions to manage customer interactions based on almost any contact channel and attribute due to its ability to add channels as virtual environments and attributes per company and contact role.

With Tracker TRM™ we combine a multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling companies to rapidly deploy a distributed contact center infrastructure with centralized web based user interface and database backend.

In addition to recording all company and contact activity, Tracker and the Unified Enterprise Database™ provide the information necessary for call centers to:

• Segment customers and monitor resource availability



• Deliver each contact to the most appropriate resource anywhere in the enterprise



• Profile customers using contact-related data, such as all phone numbers dialed from in the past using calling line ID



• Assign the most appropriate resources to meet a customer's needs based on real-time conditions (such as agent skills, availability, and queue lengths) continuously gathered from various contact center components



• Optimize resource availability based on calling history and trends