Focus’ strategic technology partnerships – Focus draws strength by utilizing the knowledge and experience of existing companies that dedicate time and money to become the best in their varying fields. These relationships help Focus offer the latest technologies by virtually extending the depth and knowledge of our IT force to include the resources of other organizations.
Focus’s relationships include:
Ø Interactive Softworks Inc. – Focus utilizes Interactive Softworks’ VoiceNet™, and Interactive Server™ Systems. VoiceNet™ is a feature-rich, unified contact center solution that provides inbound, outbound and blended multi-channel contact center capabilities, while delivering robust routing, data management and reporting functionality — all in one tightly integrated, all-inclusive package. Interactive Server™ is an enterprise-class middleware application server suite designed to develop, deploy, monitor and integrate mission-critical applications and services on a single, unified Microsoft platform. It delivers the integration capabilities of an enterprise service bus while providing a powerful service-oriented architecture (SOA) framework to enable enterprises to expand their computing environments and embrace and extend Microsoft’s core .NET technologies.
Ø Simplify – Focus has cultivated a strong business relationship with Simplify Telcom Solution. Simplify acts as liaison between Focus and the major players in the telecom industry. Focus utilizes Simplify to create custom applications linking Focus with the latest industry technologies including fully automated multi trunk call routing; allowing Focus to transfer calls between all locations for overflow and full site redundancy.
Ø United Carrier Network – Focus has contracted United Carrier Network (UCN) for all Telecommunication services. The UCN Intelligent Network is designed for redundancy and failover. The core IP network is connected via a SONET backbone, which is two, redundant fiber links. Focus also uses a customized version of UCN’s inContact® System. InContact™ is a suite of on-demand, advanced contact handling applications that are hosted within the UCN Intelligent Network.
Focus’s Administrative System Tools (FAST™) – FAST™ is a multidepartment custom application developed internally. Focus records 100% of all calls recieved or placed, FAST provides full redundant call recording storage utilizing two, scalable 8 terabyte, Intel® SAN Systems. Some features of FAST include; HRIS functionality, full quality assurance and sales verification, workforce management, integrated reporting, and user friendly system administration.
Microsoft SQL Database and Reporting Services – Focus utilizes Microsoft SQL Server® to collect call and employee data. Focus also takes advantage of Microsoft Reporting Services® to deliver customizable reports to its clients, including; real time service level monitoring and queue statistics, real time key performance indicator reports (including AHT, SPH, Conversion, Revenue, sales by product type and category, call dispositions, etc.), and fully customized reporting.