If the heart of a call center service bureau is its agents, then its central nervous system is its systems architecture. We have the latest telephony and web technologies for our agents to extend a human touch to you and your customers 24 hours a day, seven days a week. That’s why we design systems with multiple redundancies and backup generators. We also design systems that are compatible with your hardware and software networks for effortless communications between you and your customers every time.

Connectivity:

• All sites WAN linked by Frame Relay and T1 connections
• All computers and telephones can logically access all sites via the LAN/WAN connection for load distribution and redundancy
• Private network connectivity to customers’ internal network via direct Frame Relay, T1’s, and ISDN - Connected to some customers’ web servers and Extranets via the Internet using browsers, Telnet, and FTP
• Security and privacy assured by network segmentation, firewalls and Secure Socket Layer (SSL) software
• Internet gateways in all facilities

Telecom:

• All sites using digital PBX’s with ACD
• Dedicated T1 connectivity with all major carriers

Computer Telephony Integration (CTI):

• All sites use CTI through local network hardware and software connections to the ACD and Switch – Screen pops and whisper tones guide agent
• ACD reporting of agent activity drives consolidated billing and statistics
• Client / Server technology is used for all CTI and agent systems

Computer Systems:

• Three-tiered client server architecture
• Web enabled with Browsers and Telnet capability to provide multimedia access to client sites and Web functions
• Microsoft SQL Server
• Windows NT
• Hot standbys for server drives, mirrored where necessary
• Power backup at all sites via battery and diesel or gas generators