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Technical Architecture

Proprietary, Reliable Network

Because IDT Global is a business unit of IDT Corporation (NYSE: IDT), our contact centers operate on our own proprietary global telecommunications infrastructure.

Whereas other contact centers are dependent upon the quality and service of an outside provider, IDT Global controls its own network, giving our customers added security, reliability, accountability and cost-savings. Our fully redundant network ensures continuous service and provides seamless and immediate coverage from alternative network channels and routes.


IDT Architecture	Call Distribution
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Incoming Calls	WAN
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Feature-Rich Solutions

Our tele-services are based on a dynamic and comprehensive communications system that features skills-based routing, seamless networking, comprehensive real-time reporting, flexible call handling, predictive dialing and multi-site campaign management. Our system also offers easy authoring of call-handling scripts, outbound IVR, and comprehensive reporting and supervision.

The applications in use at all IDT Global contact centers provides full Automatic Call Distribution (ACD) functionality. This allows inbound traffic to be prioritized and routed evenly to the appropriate agents based on a availability, training and skill set, ensuring that every call is handled efficiently and professionally.

Using the Dialed Number Identification Service (DNIS) and CallerID service, the system offers customized 'screen pops' , including, when appropriate, providing customer account information to awaiting agents. The inbound ACD system also provides an unlimited number of Interactive Voice Response (IVR) menus, "Skills-Based" ACD groups, ‘overflow’ groups, voicemail, caller-requested voicemail.

Key Features include:

Multimedia Support
Multi Channel
IVR
ACD Automated Call Distribution
Quality monitoring service
Data Filtration
Scalable and Customized Reporting
Recording and Monitoring

Robust Software

The customized scripts and databases used by our tele-services agents to serve your customers run on our time-tested and flexible software platform. We will work with you to develop and implement focused and effective scripting and efficient contact logs. Software interfaces are easy for agents to use and navigate. Our software platform enables the agent to concentrate on other aspects of the call while it is in progress, creating more opportunities for up-selling and ensuring high levels of customer satisfaction.

Predictive dialing

A predictive dialer stores phone numbers in a contact database for use during telemarketing operations.
IDT Global’s predictive dialer can dramatically increase your project’s productivity, efficiency and reporting by:

eliminating down-time
handling disconnected phone numbers, unanswered calls, busy signals and answering machines
monitoring call lengths per agent
calculating the average time spent per call or average call length.

Interactive Voice Response (IVR)

IVR is used to provide an interactive set of menu options that the caller selects with a phone keypad. IVR is commonly found in businesses to direct callers to the appropriate department.

Dialed Number Identification Service (DNIS)

Numbers passed from the public telephone network to identify what phone number the caller dialed.

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