 Network
All our centers are connected to the Internet through multiple fiber connections.
We also operate a POP (point-of-presence) inside one of the largest Western European tele-houses (MIX). Our headquarters is connected to the POP is via a 34Mbps redundant fiber ring based on the SDH protocol.
We can establish peering agreements in the MIX with 85 different carriers, therefore allowing very cost-efficient and reliable connections to our clients' networks.
Total aggregate bandwidth exceeds 100 Mbps.
Telephony
We connect to multiple tier-1 carriers, either via VOIP or via regular ISDN lines, supporting concurrent calls in excess of 1.000.
Our internal voice network is based on VOIP, therefore allowing transparent routing of calls between multiple sites. We also support:
- IVR (interactive voice response): we support a fully scriptable IVR platform that allows for optimal routing of inbound calls and provisioning of fully automated services
- ACD (automatic call distribution): calls can be routed to the optimal group of agents based on a wide range of criteria (skill, time of day, availability, workload, etc.)
- CTI (computer-telephony integration): the telephony system is integrated with our CRM and contact management applications. We can also integrate external applications provided by the client.
- Predictive dialer: outbound calls are made automatically by a dialer, tuned to guarantee maximum productivity to the agents.
- Call recording/live call monitoring: that allow to meet strict security requirements, training and coaching of the agents and quality control.
Application support
All our applications are web based in order to allow work for multiple sites and live monitoring of results independently from the location.
Our clients can receive information in real time. Our application support includes:
- CRM system
- Trouble ticketing system
- Contact manager
- Survey manager
- E-mail marketing
We also support client-specific applications, when needed.
Total aggregate bandwidth exceeds 100 Mbps.
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