In July 1997, IRT sold the worldwide rights and title for the DiverCTI system to Rockwell International. In return, IRT received significant working capital, as well as state-of-the-art call center infrastructure and technology. IRT has been designated Rockwell's National Demonstration Center for advanced call center technology and services.
Since July, 1997, IRT has continually developed enhancements to the newly named Call Center Studio software (formerly DiverCTI) including dealer locator, mainframe screen scraping, database warehouse driven relational reporting system and an easy to use front end script building tool.
In 1998, Interactive Software Systems (ISS) was formed as an affiliate. Now known as RightForce, the company is dedicated to the development of software systems that support companies in automating their processes. The RightForce automated workforce management system can be installed at the client's site, made available through an Internet browser or as an outsourced package.
In April 1999, the Rapid Cycle Testing Laboratory was introduced - a sophisticated, state-of-the art call center service that takes both inbound and outbound campaigns to a new level of achievement. Its unique environment allows for rapid set-up, testing and analysis of multiple scripts and program concepts in a real-time, live-agent setting. Rapid Cycle Testing is specifically well suited for financial services, telecommunications and consumer products industries.
In 2000, IRT expanded its services to respond to the explosive customer service needs of e-commerce. The launch of callcenter.com provides for multi-channel, multi-functional web response, including click-to-talk, e-mail and live chat in a collaborative browser environment. All of callcenter.com's Customer Contact solutions are delivered by eCertified customer service representatives. eCertified CSR's are specially trained to handle one-to-one customer contacts via e-mail, voice, fax and live chat and must complete IRT's eCertified curriculum.
In July 2001, IRT expanded its Fort Lauderdale campus with the addition of a 6,000 square foot free-standing Human Resources and Training facility. Continued growth and client development also supported the opening of our 2nd call center in Miramar, Florida in October 2001. This additional site has doubled our workstation capacity, and broadened our agent demographic to allow for more bi-lingual and in-language programs. – less – More from ZoomInfo »