ACD (Automatic Call Distributor):
The system automatically directs each call to one of the operators specifically trained to answer it (skill-based routing). Besides, it is capable of generating traffic, delay and productivity reports.

CTI (Computer and Telephony Integration):
It allows the combination of ACD reports with those of the operating software. It recognizes the number of incoming calls through the Caller ID (ANI) and/or the dialed number (DNIS), for the purpose of showing the customer's and/or customer companies' data on the screen. It also allows to direct each client's call to the same answering position.

Automatic Dialing ("power dialing"):
It is an operating support system that optimizes the productivity of all the teleoperation positions. universal teleservicios does not use predictive dialing systems due to ethical reasons and for the sake of preserving the relationship with its operators.

Internet Call Centers:
universal teleservicios systems are designed to enter the web with voice, data or image. They allow to download data from a website to support the script of a telephone interview and, in inquiries through a website, they allow the teleoperator to send messages, be heard and even make a life appearance on the visitor's screen if the latter is provided with the necessary equipment.

On-line reports:
To make inquiries related to productivity with direct accesses to the system from any external PC with MODEM.

Digital Recording:
It allows the permanent recording of all the channels in order to ensure a complete and absolute control.

Centralized Monitoring:
Permanent and accessible for customer companies at any time, with remote reenrouting possibility. All interviews may be monitored for control.

Operating Test:
Due to its immediate feedback, it allows the comparison of strategies in order to optimize, the action that is being performed simultaneously.

Audiotext or IVR (Interactive Recorded Response Services):
It allows to accommodate a high volume of calls that may be processed at least partly by an automatic system, and to carry out sophisticated autotest operations, automated surveys, information services and interactive games.

Customized Preanswering system:
This system enables the clients of a customer company to be received with an exclusive and different scheme, even that to which they are used to at the company's own reception.