Agent Screen Consolidator

Many call centers still rely on legacy "green" screen applications.  In order to enter or retrieve customer data, agents must navigate through disparate applications and an extensive number of screens in order to access the information that is needed.

Application Development

Our software developers can upgrade your current set of applications, including script changes, adding Speech Recognition or Text-to-Speech, migration from one platform to another or development of new applications in MPS Developer (PeriProducer) or VoiceXML, integrating with C/C++, Java or XML as required. We guarantee our work and offer maintenance contracts to keep your applications and operating environment current.

Audio Services

Improve the caller's experience with your self-service applications with professionally recorded prompts. Whether you want to update your recordings, add new services or languages our staff will accommodate all your needs. We provide turnaround service in as little as 24 hours at prices that are below those you are paying today.

Avaya POM Service

One of M&C Associates' newest capabilities is the Avaya POM Service - Proactive Outreach Manager Support, which empowers Business Analysts and Contact Center Managers to become more self-sufficient with hands-on capabilities. Designed to implement automated outbound campaigns, these campaigns can be sent by SMS texts, emails, or phone alerts and notifications, agent-based predictive dialing, interactive services-or a combination are also provided. Creating engaging interactive campaigns that give customers the information they need when they need it, in the way they choose to receive it, is all possible with POM on the Avaya Aura© Experience Portal-AAEP.

Contact Center Services

We'll install, upgrade or maintain your Nortel or Avaya Contact Center software and provide training with certified technicians.  The services are designed to reduce downtime and improve end-user experience, by focusing on accuracy, security and detailed testing procedures.

Day 2 Support

Day-2 Support is for those with Avaya Aura® Contact Center-AACC, providing high level service upon 'implementation cutover' day to guarantee optimum efficiency for the contact center. Day-2 Support prepares contact center management to be more self-sufficient with 'built-in tools' and an escalation process. Access to M&C's subject matter experts in problem resolution and identifying the more critical issues, guarantees maximum productivity in contact center management.

Help Desk

While updating, enhancing or developing your IVR applications, programmers and system administrators sometimes require extra help that our experts can provide. Whether it's help designing, debugging or managing any aspect of an entire project, M&C Associates can provide the necessary assistance.

iProWatch - Intelligent Proactive Monitoring

M&C Associates has implemented proactive monitoring solutions for Nortel Periphonics IVR systems. With our platform knowledge and expertise, we can implement standalone monitoring or integrate IVR monitoring into your current environment. The goal is to find and fix problems before you hear about them from your callers.

IVR Optimization

M&C offers IVR Optimization services to help you optimize usability and overall performance of your IVR system.  We will do a complete analysis of your IVR call flow and caller behaviors to understand where and why callers are opting out. We'll provide you with a comprehensive analysis of your application along made to show you how to optimize IVR performance and caller experience.   

Project Management

Project Management is critical to a project because it has a proven track record of managing projects on time and within budget.   Additionally, project management allows for the coordination activities as well as communications both with our internal team and the customer's team. 

Security Services

Safeguarding information and protecting the integrity of your network and systems are vital to your business. M&C Associates has developed an OS Hardening security package for the MPS and VPS/is which addresses the essential requirements of typical enterprise OS security policies. The OS Hardening package can be implemented in its entirety as defined by M&C, or our security team will review and analyze your specific requirements and customize the specification and implementation.

System Maintenance

M&C Associates offers local and remote field engineering and support services for your IVR platforms. The service staff consists of manufacturer-certified technicians with average experience of over seventeen years. We offer a full complement spare parts and provide all related technical support services. We guarantee the highest level of service at substantially lower rates than you are paying today. You can choose from our Gold Service (9x5) or our Platinum Service (24x7).


Training workshops are vital to ensure that your call center and IVR operate at peak efficiency and performance. Our curriculum includes introductory, programmer, operator and maintenance workshops for you and your staff. Our instructors average over 10 years of hands-on experience developing and delivering customized workshops to hundreds of Enterprise customers (big and small). Our rates are very competitive, our workshop sizes are small and we customize each workshop to fit your individual needs. We also offer an onsite workshop option.