iMedia

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intelligent Media is our underlying routing module; as well as voice calls it also handles all other forms of media including emails, click-to-chat, faxes, SMS, workflow and escalation.  Unique to mplSystems, inbound data from any media can be automatically imported into the underlying data base to permit an audit trail that encompasses comparisons between channels

iMedia can integrate with an existing PBX (using EuroISDN, DPNSS or QSIG protocols) or connect directly to an E1 link from your preferred telephony supplier and also provides any required voice recording or IVR support.  iMedia contains the sophisticated logic for  skills based routing, multi-site operations, media-prioritisation, mid-call transfer, call recording, silent monitoring and coaching (whispering) and, of course, the tightest of CTI integration with whole iContact application framework.

Our powerful and unique multi-site distribution option has been achieved through mplSystems' patented VSoIP technology. iMedia uses IP protocols to route calls over multiple locations according to skills and availability but avoids the poor voice quality associated with VoIP.  This is achieved by routing the voice stream over the PSTN, at the same time as the call data is passed over the WAN, and recombining the two as the call hits the agent desktop.

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