Infrastructure

we follow a 3-tier architecture for the network within our call center infrastructure. We have a redundant L3 core design and the servers terminate into the core through redundant connectivity. We have network fabric with port level physical redundancy and 384 active ports per floor. Our network transport and Internet is comprehensive and reliable. Our call center infrastructure has an inbound voice solution that is based on the Cisco IPCC (Internet Protocol Contact Center). call center infrastructure has a distributed dialer architecture and is tightly integrated with Cisco voice solution. Our predictive dialer has 2:1 pacing and real time calling list management.

Witness, the largest call center software company created an application suite for us. We have deployed this suite for contact capture and quality monitoring.

Features of the IP Office system:
1. Voice & Screen Capture
100% customer interactions capture capability
Capture and Access based on customer sign off and authentication only
Both side energy envelope display
Web based replay
Extensive Tagging of data (Agent ID, Disposition, Time, Data, Duration, etc.)
Query based search option
Option to download the file

2. Quality System
Multiple Selection plan for Quality System
Multiple Scoring plans
Capability to change selection plans online
Graphical reports
 

To track compliance issues, security of information and provide feedback to our agents and improve the customer service experience for your customers on a regular basis we need to have authentic and extremely clear data. We at Alpha, have the provision of 100% recording. This allows us to track each and every call that each and every agent makes or receives.
This system helps to:

Conduct analysis based on intelligent tagging
Provides the ability to data mine
Improves responsiveness to customer escalations
It can be used as a powerful training and remediation tool
And to monitor and manage compliance and agent activity

Call center infrastructure adheres to international standards. It encompasses security, a full-fledged training facility, employee's health, excellent power back up and adequate protection against fire. We have a few thousand square feet that holds:

EHS OSHA complaint building
100% visibility into all processes
3 fully equipped training rooms
Conference rooms
Telco grade data center
FM200 fire prevention and protection system
8 levels of redundancy for local connectivity
4 levels of power backup
 

Our Power Facility

We have a generator back up if the primary source fails and if the generator fails we have a redundant UPS network center. All our devices are backed by a dual power supply and fed through independent power paths. We have:

3 levels of redundancy
Primary source of power
Available 1500 KVA
Facility Load 500KVA
Generator Backup
750 KVA generators with fuel storage for 24 hours operation onsite with arrangements to sustain
UPS Network Center – 1x 60 KVA (Redundant)

We have been in the outsourcing industry for over 10 years now and have worked on multiple inbound call center service projects. Our refined and well-networked call center infrastructure allows us to keep our standard of service soaring to make your business flawless and impeccable.

 

 infrastructure

  • Support center which operates 12x7
  • Automatic call distributor
  • Handset connected to all digital ports for superior voice quality
  • Facsimile devices connected to all analog devices
  • Fully functioning 24/8/4 Mbps Dedicated Broadband Connection
  • IP Office / Avaya / Nortel IVR platform (integration and hosting)
  • Comprehensive CRM
  • Voice comprehension technology
  • Technology for remote multiplex management
  • Redundancy Provided at every point of failure
  • LAN based on advanced technology, firewall and secure VPN for remote access.
  • 100% UPS and full generator back up power redundancy
  • Complete disaster recovery procedure in place
  • CCTV and entry restriction at all points via swipe cards
  • Facility for discrete client quality monitoring


 

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