Cutting Edge Technology

While the heart of our services is contact centers, fulfillment and eCommerce services, experience, dedication, and a family team orientation are simultaneously our "backbone" they are coupled by partnered and proprietary technology solutions.

Global Response is a Microsoft® and Citrix® Systems Certified business that supports multiple platforms including Ecometry®, Mail Order Manager, Sybase®, Nortel®, Foundry Networks, Cisco, EMC, Dell®, Braxtel Communications and Tascom. At every point of contact, Global Response Fulfillment leverages these technologies to take in information in real time.

Through partnering with world class technology companies, we're uniquely qualified to develop proprietary technology that enhances customer service, creates new efficiencies; and ultimately, helps build your business.

The following are key aspects of the partnered technology that drives our operations and powers your success:

Telecommunications. Nortel Meridian Option 81 ACD switch; Nortel Symposium; Prosodie Interactive Voice Response (IVR); Voice Broadcasting; Dialogic Predictive Dialing; Conference calling; Terminal Emulation; Palettech Computer Telephony Integration
Network Operations. Citrix access infrastructure - enables business-critical applications to be managed from a single control, so every seat receives maximum support and monitoring. We use MS SQL servers for data processing. Onsite-All NOC systems are redundant and mission critical applications have multiple redundant online resilient systems. OC12 SMARTRing makes us a node on the AT&T local fiber loop. Various DS3, T-3, MPLS, Frame Relay and T-1 lines accommodate outgoing and incoming telecom and data communications, supporting a wide variety of carriers preferred by our clients. Offsite - archived data mirroring. Back-up sites-in Michigan. Power generators, automatic transfer switching, online uninterruptible power, with fuel to keep it all going.
Customer Relationship Management. Palettech by Global Response - offers the unique blend of advanced CRM technology and the personalized warmth of the human voice to reach new levels of customer response, make real-time changes to marketing campaigns and provide real-time reporting - all while minimizing set-up time and costs. It is also a patented web pop application, allowing us to load your web site or URL at the same time the phone rings. This is one of the primary reasons our agents can access information so quickly and easily, making them knowledgeable and efficient. Palettech seamlessly integrates our ecommerce, fulfillment and contact center services with your data, and can save you millions in proprietary CRM systems.
Order Management. Mail Order Manager, and Ecometry are powerful order management solutions that offers real-time inventory, backordering, QAS address verification and rapid data entry, and many more features, and are surrounded by a user group that includes some of the premier catalogs of the world. Each Global Response Fulfillment representative that works in this skill set must be trained on Mail Order Manager and/or Ecometry, creating one of the largest pools of Mail Order Manager and Ecometry customer service representatives in the nation. Our fulfillment division operates on Dydacomp® Mail Order Management.
Reporting. Our secure Internet portal allows clients 24/7 access to mission critical reports - ensures that your decision making is based on current, accurate reports. Our fulfillment services program data is available to you in various formats, including Web-based, FTP site, email and fax distribution.
Web-Based Chat. New pathways to up-selling and interacting with customers to make every contact more satisfying and more profitable.
Workforce Management. Global Response uses Blue Pumpkin® WorkForce Management, by Witness Systems, to create and calibrate CSR schedules, generate call center trends and averages, and forecast call volumes and agent staffing needs to help us better serve your customers.
Audio conferencing provides an excellent platform in business communication. Answering Service Cares' audio conferencing is simple to use and highly effective.

Our 35 years of experience, hiring and training procedures ensures all programs are handled as specified by our clients. Our experience spans a wide variety of industries - we're prepared to deal with overflow and staffing fluctuations. Our reports cover just about everything you can imagine, and are available in real-time.