| Our Technology |
 As a major provider of health-related telephone hotline services since 1979, ASHA and Empatha have developed a robust capability in information technology.A large-scale NorTel Option 81C telephone switch (PBX), complemented by state-of-the-art call management software, allows maximum call handling capacity and cutting edge call center management. Computer-Telephony Integration (CTI) is an accomplished capability that has been in use for five years. CTI allows call agents to access network databases in the context of a telephone call to provide an outstanding caller experience. On-line caller survey information can be captured through a comprehensive survey-building capability. The call agent desktop environment is built on the latest Windows network and workstation software running on high-end servers on a 100MB network. A full array of physical and data security functions ensure maximum resource availability and protect the network against outside threats, including spyware/malware, spam, and virus and denial-of-service attacks. Our contact center also uses Workforce Management software to dynamically match the scheduling of our staff with incoming phone volume. Our services, traditionally telephone-based, now include a full menu of web-based services including e-mail response and chat functions. We also offer bilingual and TTY capabilities. Continuity of service is assured through uninterruptible power supply (UPS) units, battery backup units, and a facility backup diesel-powered generator. |
| © Copyright 2006-2008. Empatha, Inc. | P.O. Box 13024 | Research Triangle Park, NC 27709 | 919.361.8457 |