Contact Center Technology
The Peckham technology infrastructure is designed with redundancy and failover throughout. Our telecommunication systems maintain current firmware versions and reside in our secure data centers which are connected to multiple networks with self-healing loops.
Peckham’s primary systems include:
- Avaya ACD with redundant communication processors, multiple port networks and ESS
- Avaya Aura® Call Center Elite Multichannel Feature Pack - telephone & web chat routing
- Avaya Aura® Experience Portal redundant IVRs
- CMS metric reporting via secure web portal
- AES - CTI and application integration
- Uptivity voice/data recording and workforce management
- Remedy ITSM
- CRM – highly customizable proprietary system
- Knowledge Management Tools
- Tools developed by Peckham to enhance end-user productivity
- Battery powered UPS and back-up generators
Collaboration between on our in-house expertise and our clients ensure successful discovery, planning and technology implementations. We can adapt to your systems or utilize our equipment-based or hosted solutions depending on your needs. We operate under some of the strictest personal information security compliance standards as required by several of our federal government clients.