IRis 4.0 is flexible enough to fit the unique workflows of our various customers. Use the Switchboard user interface to find a previously stored contact or create a new contact record for use today and in the future. Or, collect demographic information into an Anonymous Contact record. Capture information about the person who needs help, view their call history, collect information about today's reason for calling, make referrals to resources within the community; and track needs/unmet needs. All information stored into the call record is then available for reporting.

Contact Record

Collect as much or as little personal information into the Contact record as you want. Remove or add fields in accordance with your business rules. From within the Contact record, users with the correct permissions may view: a history of previous calls and referrals provided, a residential history, household members in the system, direct or indirect services provided, cases the Contact is associated with, and a slew of demographic data such as date of birth (and/or age), social security number, income, gender, ethnicity, race, languages spoken, etc.

Call Record

Collect information pertinent to the reason for today’s call using the AIRS required fields or your own custom data set. Search for and make referrals. Track Needs as met or unmet: Marked referrals may be used to direct the call specialist to the correct Need associated with the service term. Schedule a follow up call. When performing a follow up call, the record is linked to the initiating call allowing the user to view the series of calls related within the thread.

Supervisor Feedback Feature

A built-in mechanism allows the call center supervisor to perform QA by reviewing saved Call records and attaching a note to the record for feedback to the call specialist. A notification is automatically sent to the call specialist alerting them that feedback needs to be reviewed.