The following features and systems have been built into our new contact centre which opened in early 2012.
Our call centre applications are based on Open Architecture systems. These applications run on all popular relational database management systems. A fully integrated solution for voice/data, enabled for e-mail/chat/VOIP/multimedia/fax/etc., caters to 360 degree life cycle management of your customer.
These applications can easily be integrated with other applications on all major platforms. They use the same data model, consist of Windows data entry and data display screens and utilise standard Windows navigation tools.
These applications can be integrated with best-of-breed systems for comprehensive Customer Interaction Solutions (CIS).
Customer interactions are done through inbound, outbound and blended calling scenarios. We can easily integrate with back office applications, such as product configuration, telesales , tele-services, order management, invoicing, receivables accounting and follow-ups, customer request fulfillment, credit checking, general accounting, insurance claims processing, incoming applications processing, workflow management, unified messaging, etc.
Confidentiality of business and data security
We provide a very secure environment for our clients’ data and business. We can use a variety of protocols to such as secure VPN’s to for added security. Additionally, access to lead generation centre data is to be strictly controlled by a formal system of authorisations. Critical areas such as the server room are made doubly secure and equipped with monitoring and logging systems to track usage.
The data traffic outside the office is to be secured through the use of an international private leased line circuit and the installation of a firewall to secure the network against unauthorised access from outside. Additional measures also include the use of anti-virus / firewall systems.
Our data centres are fully complaint to financial and health industry standards.
Disaster recovery procedures are strictly followed for all our customers. In addition to daily backups, we make provisions for taking transactional backups on pre-defined periodic basis.
Uptime and fire safety
To ensure availability of our services at all times we have taken a number of measures. This has been done broadly at three levels. Firstly, vendor selection has been done on the basis of the reliability of the product. Details of equipment can be made available on request.
Next, fault tolerance is built into critical equipment such as servers, routers, multiplexers etc. so that uptime is assured even in the event of equipment failure. The redundant hardware is “hot swappable” ensuring that there is no loss of equipment availability.
Lastly a stock of critical spares is maintained on site so that breakdowns can be serviced quickly.
We have also taken special measures to ensure availability of clean electrical power at all times. The incoming power from the electricity board is fed through servo stabilisers. In the event of a power outage, a 40 KVA UPS with 100% parallel redundancy and 30 minutes of battery backed power caters to the critical load. For longer outages a diesel generator set with auto start facilities is installed.
E-mail and Web integration
Integration of a customer’s Internet home page and e-mail system to the contact centre is easy. The Internet- and Internet-based service consists of an application-generation environment and a run-time engine. Lead generation centre managers can develop Internet applets that can be added to Internet home pages to support lead generation, electronic commerce, and sales and marketing efforts. Open Web creates HTML hot links on the customer’s Web site. These hot links may include items such as call me, call me at a certain time, send me information, or put me on a mailing list.
For example, when a prospect enters their telephone number and clicks on the call-me button, Open Web sends a message to the company’s call centre. There, an agent can immediately capitalise on the prospect’s interest to make a purchase or respond to a customer service inquiry.