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Technology Overview

Technology Drives Efficiency & Productivity

With the emergence of technology AMR manages thousands of calls every day, we utilize an all inclusive, scalable, cloud based contact center consisting of redundant data centers, state-of-the-art server architecture, 24/7 traffic monitoring and security measures.

Cloud Contact Centers

Our call center software is based in the cloud and our applications are accessible at any time of the day or night.  This allows up to scale operations as quickly as needed.  The AMR contact centers have a vast array of features and capabilities.  Multiple dialing modes allow us to fine tune our dialing and reach more contacts in shorter periods of time all while staying in compliance.  

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Campaign and list management give way for on the fly campaign creation and contact management.  Skill based routing, custom dispositions, email notifications, web hooks, HTML agent scripting, custom worksheets, call recordings, historical reporting and omni-channel options are just a few tools that we have to offer.

Cloud Data Centers

With a high volume of contacts that are reached every day uptime is a critical factor in maintaining our operations and production.

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Our solutions have been designed to provide contact center solutions that are available on demand.  This sophisticated architecture is fast, secure, and infinitely scalable.  Geographically dispersed on opposite U.S. coasts, the data centers operate 24/7 and provide the ability to support specific connectivity and application needs.  We have the ability to integrate with third-party customer relationship management (CRM) programs, proprietary desktop applications and more.  The fault-tolerant data centers continue operating even in the event a partial failure while enabling incoming and outgoing calls to continue being intelligently routed.

Data Centers

  • Geographically dispersed for maximum disaster preparedness

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  • State-of-the-art server technology

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  • Fail over within minutes

Network/Connectivity

  • Voice over Internet Protocol (VoIP)

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  • Virtual Private Network (VPN)

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  • Internet Protocol Security (IPSEC)

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  • Session Internet Protocol (SIP)

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  • Secure Real-time Transport Protocol (SRTP) encryption

Security

Our clients can rest assured knowing their business is in safe hands.  AMR is committed to the confidentiality, integrity, and availability of our client's data and uses best-in-class solutions, processes and people to make certain the trust our clients place in us is well-earned.

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Every business process has a security component.  Our contact center platform consists of three-tiered network architecture with firewalls, intrusion prevention, and a vulnerability-management system designed to protect data.  Information Security is managed based on ISO 27001 standards and adheres to Cloud Security Alliance and PCI DSS standards.

Privacy

AMR has operational efficiencies in place with the ability to satisfy specific privacy directives.  We strive for the highest levels of privacy for our customer data.  Our privacy policy always takes into account the privacy regulations and laws applicable to the jurisdictions we serve.

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