Accessibility

Twenty-four hours a day, 365 days a year. We do not use Interactive Voice Response (IVR); a human voice welcomes our callers every time.

Phone System

We use a Symposium phone system, which is connected through a power supply that cannot be interrupted (Uninterruptible Power Supply - UPS)

• Call Display for client recognition and immediate personalized response.
• An unlimited number of calls can be managed - up to 48 calls a second, with a blockage rate of 1%.
• The phone system tracks and helps us manage crucial service delivery standards - call volumes, response time, conversation time and call abandon rate.
• Through language services, we can access translators for 140 languages in less than 120 seconds, at any time.

Workstations

All the members of our assistance team use workstations equipped with:

• "SAMI", our Information Management System that supports the creation and management of event files, client files and contains our database of external providers.
• Windows XP and Microsoft Office
• Internet access and e-mail (Lotus Notes) for on-line research and for list validation as required.
• Microsoft MapPoint, which enable us to quickly pinpoint our providers and resources accross North America.