Technology Investment Protection -Fluency™ provides more seamless integration capabilities than any other system on the market today, enabling companies to leverage their existing telephony, information technology and Web infrastructure investments. Fluency is interoperable with PBX systems and integrates with existing customer and business data systems, including CRM, back-office, client-server and legacy systems.

End to End Reporting - Fluency's advanced monitoring and reporting capabilities enable contact center managers to better control and report on contact center activity. Fluency captures all the touch points of the agent-customer interaction - IVR menu selections, hold times, transfer, multiple conversations - and ties them together for a complete look at the customer's "cradle-to-grave" experience, allowing organizations to quickly and easily identify and correct problems that might be occurring in their contact centers.

Simplified System Administration - Fluency streamlines the contact center administration and provides for ease of modification with an easy to use graphical user interface.

Superior Customer Experiences - Fluency's intelligent routing capabilities, support for multiple channels of communication and networked architecture, ensure that customer contacts are connected to the right agent, whether it be based on skill, location or customer profile.

Unparalleled Flexibility - Fluency seamlessly adapts to each organizations' unique business environment, with standard and advanced versions that are customizable. Fluency also supports remote agents and multiple sites, enabling agents to utilize all the system's functionality (e.g. screen pops, information-sharing) from anywhere in the world.

Lower Cost of Ownership - By integrating a full range of contact center functions in one comprehensive solution on a standards-based server platform, Fluency eliminates the need for expensive middleware and integration services. In addition to being less expensive up front, Fluency saves money each year in lower cost of maintenance and administration. This can also be justified across mutiple locations and total number of agents with Fluency Virtual Manager or with single site contact centers.

The benefits that Braxtel offers through Fluency are significant and can be economically measured in terms of months. Measurable benefits include lower hardware/software acquisition costs, elimination or avoidance of system integration costs, reduction in telephony network costs, elimination or avoidance of premise-based telephone systems, and reduction in labor costs. Additionally, the ability to offer customer service previously available only to very large-scale call centers provides an immeasurable competitive benefit.

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