Infrastructure

Highlights

• 2-tier network architecture
• Redundant L3 core design with servers terminating into the core through redundant connectivity
• Independent Internet Leased Circuits from multiple ISPs installed for data access and redundancy
• Call Center application suite created by Witness
• Distributed Asterisk Dialer architecture integrated with independent CRMs On Requirement
• 24/7 security supported by state-of-art CCTV and access control system
• Fire alarm system

Power

Primary source of power

• Available 125 KVA
• Facility Load 70 KVA

Generator Backup

• 125 KVA generator with fuel storage for 24 hours’ operation onsite with arrangements to sustain

UPS Network Center – 1x 60 KVA (Redundant)

• UPS Overall – 2 x 60 KVA (Online Synchronized)

Witness System

Voice & Screen Capture

• 100% customer interaction 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, etc.)
• Query based search option
• Option to download the file

Quality System

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

Internet Connectivity

Our internet connectivity which use following cables:

• Marine Fiber Optic Cable
• Fire-wall protected VPN system
• Intrusion detection technology
• MPLS/IPLC connectivity to multiple Locations

Secured VPN & Network Security

Secured VPN

• Total secured VPN Tunnel to Client, which blocks peers
• Secured Intelligent switches and Network Assistant optimized for LAN
• Advanced Firewall which blocks all ports for HTTP, FTP, TCP/IP, UDP and ICMP

Network Security

• 256-bit SSL encryption for all our systems
• Multi-level password protected network
• Tiered security system for authorized data access