Infrastructure


Our robust infrastructural setup consists of state-of-the-art communication, IT security and fool-proof physical security systems.

Highlights

  • 3-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
  • Cisco IPCC inbound voice solution
  • Distributed dialer architecture integrated tightly with Cisco Voice Solution
  • 24/7 security supported by state-of-art access control system
  • Fire alarm system
network architecture
network architecture

Power

Primary source of power

  • Available 1500 KVA
  • Facility Load 500KVA

Generator Backup

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

UPS Network Center – 1x 60 KVA (Redundant)

  • UPS Overall – 4x 120KV

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, Duration, 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
network architecture
network architecture

Internet Connectivity

Our internet connectivity includes servers in US which use following cables:
  • Marine Fiber Optic Cable - Trans-PacificM
  • Marine Fiber Optic Cable - Trans-Atlantic
  • A server routed to a failover satellite link
  • Fire-wall protected VPN system
  • Intrusion detection technology

Secured VPN & Network Security

Secured VPN

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

Network Security

  • 128-bit SSL encryption for all our systems
  • Multi-level password protected network
  • Tiered security system for authorized data acce
network architecture

Contact us now to outsource disaster recovery service.