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We have fully owned and dedicated Global Offshore Development and Call Centre/BPO facilities in India. Located in Noida in a clean, open and green environment these facilities can house up to 600 people in one shift. Employees enjoy the benefits of company transport, in-house cafeteria providing free meals, and employee-friendly HR Policies. Our unique combination of best people, best processes, best technology, and the best ideas has propelled our clients to excel. |
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The offshore Call Centre facility handles technical support or generic querying both inbound and outbound. |
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All our subsidiaries are connected through point-to-point data and voice access. UK and India units are connected through Fiber. |
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We have our own gateways and is self sufficient to work on any project around the globe. |
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Both our Software Development Facility and Call Centre / BPO operations are ISO 9001:2000 certified and we are in the process of attaining SEI-CMM LEVEL 4 Certification. |
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ACD/PBX (Avaya) |
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The switch is fault tolerant with dual CPU, dual hot standby network module and dual power supply, which will ensure continuous operation. Our MUX and Switch are on UPS and in addition to that our switch has it's own pool of batteries and FCBC to provide power even in case of UPS failure. All important switch modules have inbuilt hot standby. We stock spares of our telephony system on-site. Our Switch and MUX are fault tolerant. |
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We have SLA's with our service providers, who provide Engineers on site and on 24-hour call. Moreover, we are recognized as the premier customer of Concerto in India, therefore in addition to their local office in India, we have direct access to support from Concerto, World wide offices. Our telephony system is remotely accessible to them via VPN for health check up and remote diagnostics/repair. |
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Switch - (Avaya) |
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Avaya is our main switch which has ACD inbuilt and support CTI applications. Current capacity can hold 300 agents can expand to 1200 agents. All agent telephony consoles are Avaya IP Agent with bi-aural headsets with tone control and SP 30 noise reduction from Plantronics. |
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The following system performance can be expected from our telephony system |
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320,000 Busy-hour call completions |
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Up to 19.2 Kbps Asynchronous data switching capacity |
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Up to 64 Kbps Synchronous data switching capacity |
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Currently configured for 300 agents and can expand to 1200 agents |
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Redundant Dual Processor |
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Redundant Dual Power Supply |
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Dual hot standby network module |
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Fully fault tolerant |
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The switch supports all standard communication protocols i.e., both CCS and CAS |
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The switch can be integrated with almost all data networks as it supports both TAPI and TSAPI based CTI applications |
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Inbuilt ACD functionality capable of multiple queue handling and skill based routing of calls. Its Reporting Module is highly customizable and is capable of generating graphical and tabular ACD reports across all record able/calculated parameters |
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It supports up to eight levels of Recorded Announcements |
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The switch supports an inbuilt IVR system, which can be configured as required. |
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Multiplexer - Nortel Passport 6480 |
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Dual Processor |
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Triple Power Supply |
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Supports both E1 (European/Asian) and T1 (North American) connectivity |
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Works on Frame Relay |
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Fully fault tolerant |
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Multi switching capacity to support data routing capacities and multiple site connectivity |
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Dialer |
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DAVOX |
Industry-leading outbound and blended call management solution is a comprehensive outbound customer contact solution. It provides numerous features - including campaign development tools, predictive dialing, call blending, browser-based agent desktop, and real-time reporting. |
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In addition, the solution provides productivity tools that increase the number of calls handled - and the quality of each customer contact. |
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Soft Dialer |
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Dialogic D 300/E1 cards - Parity VOS based digital predictive dialer solution |
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Increases list penetration and Agent-Customer contact ratio by 60% |
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Capable of detecting and eliminating Answering Machines, Fax, Busy and No Answers |
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Dialer - Advantech Telephony Grade Server |
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Dual 700 MHz processor |
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512 MB RAM |
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3x18.3 GB HDD (Raid 5) Hot Plug able |
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Up to 7 PCI Slots and 13 ISA Slots |
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Bandwidth and Connectivity |
At present we have 2 Mbps of pure bandwidth available to us. We use optical fiber for our connectivity. |
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Server and LAN Setup |
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LAN |
Our Network is on Fiber optic backbone from server farm to stack switches. From switches to node its on UTP CAT6 E.. We have state of the art Cabletron Smart Switch Router (SSR-8) and ELS-100 hub stack switches. Please refer to LAN Diagram in Appendix 'A' |
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Communication Protocol - TCP/IP |
All our systems are on Windows 2000. We are using our in house developed CRM as our main CRM. We have our in house team of experts who can develop applications to exactly suit the client's requirement along with any special customized reporting requirement of client. |
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Server Hardware |
All the Servers have redundant CPUs and power supplies. All HDD are on RAID 5. We stock spares of all critical components for servers on-site. In addition to this we have ARC SERVE disaster recovery installed on all the servers. Regular backup is taken on DLT and stored securely both onsite and offsite. |
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About 10% of our workstations form part of the spare replacement pool and are used to immediately replace the erring PCs resulting in minimum possible downtime. |
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Database Server - 1 x Acer Altos G350 Server |
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Dual Intel Pentium III 2.4 GHz Processors |
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1 GB RAM |
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4 x 18.3 GB HDD with Raid 5 |
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35/70 DLT drive for taking backups on Tape |
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DC, ADC, I Server - 2 x Acer Altos 300 Servers |
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Intel Pentium IV 1.9 GHz Processors |
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512 MB RAM |
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3 x 18.1 GB HDD with Raid 5 |
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Agent Workstations |
Acer Celeron with 2 GHZ processor, 128 MB RAM, 20 GB HDD and 15" monitors |
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Reporting Capabilities |
We can provide its clients with reports from the ACD (All information pertaining to calls from the moment they land on our ACD and for the duration they are handled by our TSRs, the whole time is recorded by ACD) as well as from the CRM. All our reporting tools are highly customizable and are capable of providing client with reports to meet their exact requirements. We use Meridian Terminal Emulator 8.0 for ACD reporting and Insight Manager 3.3 (Cincom Encompass), Crystal Reports 6.0 for the CRM reporting. |
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UPS/Backup and Power/Backup |
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In addition to supply of electricity by local power Distribution Company we have our own power generation capacity of 1200 KVA through 3no.s generators. At any given point of time total power requirement of site will not exceed 650 KVA. Therefore in addition to our main 625 KVA Genset two additional gensets of combined capacity of 550 KVA act as stand by. All our servers, workstations, telecommunication equipment and other critical equipment are 5 UPS's having combined capacity of 180 KVA. Out of which one 40 KVA and one 20 KVA UPS are on hot standby to provide power in case of any failures/outages for any of the other 3 UPS |
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