The M12 Solutions team have experience providing Computer Telephony Solutions for its customers since 1995.

Our products fall into a number or areas, which include:

• Improving Efficiency within Call and Contact Centres. Here we have been particularly successful and our main product set is Callmedia. Our first installation in 1996 at in Hampshire is still in use at Business Link Wessex and Callmedia helps them deliver excellent customer service to their callers. Callmedia is in use within inbound and outbound contact centres, is able to integrate to any business application for screen and call activities.
• The provision of an on-screen telephone application which either works alongside a traditional phone or instead. The delivery of the call control and voice to a PC is via Voice over IP. One popular screen based telephone we supply is the Splicecom PCS50
• Another method of useful desktop integration is the provision of licensing which provides the telephony enabling of MS Outlook to allow calls to be made from the contact base very easily. Couple this kind of use with a personal numbering and virtual telephone system then an organisation can improve communications and avoid purchasing a traditional system - again using IP endpoints.

M12 Solutions CTI solutions for Contact Centres are comprehensive, the kinds of solutions we have experience in providing include:

• Telephony enabling the host business application to provide a "screen pop" when the call arrives which reduces call set up time.
• Intelligently routing the call, based on the CLI of the caller and and an immediate database look up. The call can be routed to the appropriate site, agent or team. Platinum or sensitive customers can be identified and routed accordingly and customer services can provide a more personal service to returning callers.
• Call Blending will allow outbound calls to be made automatically if the inbound call volumes decrease which keeps agents efficient and service levels are maintained if inbound call quantities increase.
• Automated dialling techniques of Preview to Predictive allow outbound agents to be productive and such diallers can work alongside any host telephone system, with our fine-tuneable answer-machine detect able to assist with agent productivity.
• Our Contact Centre, agent management and real-time monitoring system is CallMedia Enterprise. This licensed software is becoming more voice platform independent and it means customers do not have to buy a proprietary ACD system. This reduces capital costs, support overheads and provides a more complete solution.

As with all of the M12 Solutions, comprehensive case studies and reference sites are available on request as well as a full suite of professional services which commence with our "Call Centre Health Check".