Call Center & Customer Service by CABVI
With more than 15 years of professional contact center experience, CABVI provides a reliable, secure, and adaptable environment capable of meeting the evolving demands of government agencies and commercial clients. CABVI 's Contact Center provides customerfocused contact center solutions built on a highly modular, layered system architecture designed to provide flexible, scalable, contract-specific customer support with each engagement tailored to client requirements.
- 15+ years of proven contact center operations
- Experienced supervisors, managers, and support staff
- Specialized rehabilitation team
- Professional, customer-focused CSRs
- 24/7 in-house IT support
- Competitive pricing structure
- We have a waitlist of trained professionals to fill our positions
- CABVI is a recognized social enterprise supporting employment
for individuals who are blind or visually impaired
We ensure that your valued customers reach a human voice on the line and we are committed to resolving each call at the highest levels of client and customer satisfaction.
Performance Analytics, QA, and SLA Support
CABVI leverages built-in analytics and quality
monitoring capabilities to ensure service
quality:
- Queue and agent-level metrics
- Per-call QA scoring
- Dashboards and customizable alerts
- Historical trend analysis
Customer Interaction Tools & Optional Implementations
CABVI agents provide skilled labor across customer engagement channels
and can operate within the client’s existing systems. Additionally, CABVI
can implement and manage tools to meet contract requirements:
- Ticketing and case management
- Customer management platforms
- Chat and cloud-based interaction tools
- Email integration
- Optional cloud contact center tools can be used, with accessibility
considerations for agents using screen readers like JAWS, ensuring
compliance with accessibility standards.
This flexible approach allows CABVI to adapt the tool stack to client needs, whether that means supporting existing systems or deploying CABVI managed solutions.
Secure, Compliant Network and Infrastructure
CABVI’s infrastructure is designed for reliability, security, and regulatory compliance:
- Secure connectivity
- Redundant networks and multiple sites
- Segmented networks
- Systems are designed and operated in accordance with NIST 800‑53
and 800‑171, as well as PCI and HIPAA compliance standards. - Hybrid on-site and cloud infrastructure
Scalable and Distributed Workforce Support
CABVI’s infrastructure supports multi-site operations and a
geographically distributed workforce:
- Secure remote access
- Flexible location support
- Work-from-home capability
- Centralized management
Flexible, Contract - Specific Workflows
Each engagement is configured to meet the unique requirements of the client:
- Agent workflows
- IVR and telephony tools
Dynamic Telephony and Call Handling
At the core of the toolstack is a standards-based telephony system
providing advanced call management capabilities including:
- Skill-based routing and dynamic queues
- Advanced IVR capabilities
- API (Application Programing Interfaces)
- Call recording
- Real-time monitoring and dashboards
- Customizable alerts
- Historical reporting
Contact Our Customer Service Department
It is our goal to assist you with any area of your business that you have a need. CABVI can customize the right solution for you!
To discuss how we can customize your solutions and make a seamless transition, please call 315-797-2233 and ask to speak to someone in our Business Solutions department, or email us at cabvisolutions@cabvi.org.