RACC helps contact-center organizations gain greater control of their business by allowing them to uniformly manage the routing and distribution of their inbound and outbound calls-even across multiple carriers-via an intuitive, browser-based interface.

By offering more services and alternative carrier options, Vail's RACC gives contact centers greater flexibility over traditional carrier routing services while maintaining a common routing environment. RACC allows organizations to easily apply similar call-treatment rules at all their centers, even across numerous basic carrier services and a variety of carriers-and all without compromising function.

RACC improves your callers' experiences by providing the same treatment to all callers, all across multiple locations and telephone numbers. Unlike standard call-routing control, where each call center is supported by on-premise equipment, RACC and other Vail services are network-based, making it easier to maintain and manage one single standard of call treatment.

Vail's RACC service provides a common, network-neutral routing-and-call-capability across a variety of carrier service types. This allows organizations to commoditize their carrier services, letting them seamlessly use multiple carriers for their inbound traffic-without requiring them to support specific network-routing features.

By using RACC, organizations can reduce network costs. The service allows you to use RACC for routing and call control while, at the same time, exerting leverage on the basic or non-premium special routing service provided by other carriers. In this way, RACC helps our clients to reduce or eliminate their dependency on these carrier-based enhanced routing services, many of which are offered by carriers as premium services.

RACC helps organizations to improve call-detail record (CDR) management by producing cradle-to-grave CDRs, ranged across multiple call transfers and sites, that help in third-party billing or triage situations.

The use of RACC helps organizations to supply routing- and call-control services to numerous internal or external customer organizations. This allows customers to create sub-accounts and appropriate log-in access within the RACC, letting them manage the routing of front-end calls and back-end trunk-group management.

Vail's recording service is based on its SIP Platform, and offers N+1 or N+N architectural support, as well as a fault-tolerant design incorporating multiple recording servers and storage devices. In addition, storage is hosted at multiple Vail or customer-collocation facilities, providing multiple backups in case of a power outage or other equipment issue. In the event that a customer storage device is not available or a carrier network problem occurs, Vail provides twenty-four-hour, year-round operational monitoring, and constant alerts from the Vail network operations center.

As a fully-managed network-based service, the Vail RACC service allows organizations to reduce operational difficulties, and save resources, by outsourcing the management and support of their complex call-recording equipment. Vail can centrally-record calls destined for multiple sites, while allowing your organization to maintain complete management control of what calls are recorded.

Contact center organizations can utilize RACC to support their network already in place, providing services like network transfers from agent to agent, or IVR to agent. In addition, RACC supports enhanced routing capabilities such as percent allocation, time-of-day routing, day-of-week routing, holiday routing, and so forth. RACC can be used to support both legacy applications, where a TDM interface is normally required, and new applications where SIP is required.