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System Integration
The system integration is done by AVAYA. Our call center
hardware includes the Mosaix dialer, Nice logger, Definity ACD, LAN, SQL server
and CTI. The OS platform is based on Windows 2000 Advanced Server.
Network
We have a 2Mbps IPLC between our office and the collocation at Toronto. The
collocation is hosted by TELEGLOBE in their office premises. The IPLC is
through VSNL for one half and Teleglobe for the other half. This is entirely
on Fibre Optic cable which give us better response times. The cable used
is the westbound SEAMEWE3 from Mumbai, India
PSTN Circuits
We have currently 10 T1's connected to the collocation. The PSTN is serviced
by Bell-Canada. The PSTN currently services North America, Canada, UK and
can service the entire world.
Power
The site is powered by diesel generators with backup Gensets providing uninterrupted
power supply to the building.
Uniform Power Supply (UPS)
The site is equipped with a APC's DP300E Silicon 80KVA UPS with a
15 minutes backup on full load. This system is based on the latest
state-of-the-art proven "Delta Conversion" technology.
Calling Technology
The Mosaix 5000 PDS offers high-performance predictive and managed outbound
call handling. Built on a robust UNIX platform, the 5000 PDS delivers
maximum productivity during call handling and Job handling. Its powerful
supervisor interface-Campaign Director®-provides a real-time window into
campaign and agent performance and enables you to dynamically manage
your operation.
At the core of the Mosaix 5000 PDS is our state-of-the-art Expert Calling
technology. The Expert Calling algorithm monitors the environment and
adjusts call pacing based on individual service level objectives. The
Mosaix system's industry-leading voice detection technology assures that
campaigns are effective and productive. These finely honed, proprietary
algorithms, coupled with high-speed digital signal processing, enable the
5000 PDS to identify and categorize call responses (answering machines, special
information tones [SITs], fax machines, busy signals, pagers, etc.) with
up to 25 percent more accuracy than competing technologies. Increased accuracy
in call detection rates means that your agents are handling your most
profitable calls first.
The Mosaix system's revolutionary Intelligent Call Blending®, flexible
Proactive Agent Blending, and patented Predictive Agent Blending applications
incorporate computer telephony that seamlessly integrates with either
an ACD or PBX.
The Mosaix 5000 PDS is designed to help our call center succeed, with :
Fully featured call blending options
(outbound and inbound integration)
State-of-the-art dialing algorithm
Industry-leading voice detection technology
Robust campaign design, monitoring, and reporting capabilities
Flexible, open architecture
Open, standards-based development tools
Scalable features and applications
Voice Logger
The Voice Logger is one of the leading Voice recording solutions from NICE.
The recording solution consists of the following components :
Nice Log: An NT based digital voice
recorder and stores audio in high quality audio-compressed digital format.
This can support upto 224 channels. Currently we have 30 channels,
which means at any point of time we can have 30 accesses to the logger.
Nice CLS: A SQL compliant open client-server
system with a dedicated server that manages millions of recorded telephone
calls in call database. Authorized users can concurrently search for calls
in the database and play the recorded audio from client workstations.
Nice Universe: Is a complete quality management
solution designed to assess and improve the quality of a call center customer
service through automated voice recording, screen capture, call evaluation and reporting.
Its benefits are that it accurately identifies training needs through
objective assessment of group and agent performance and that it reduces
management costs by automating manual evaluation practices.
Nice Workstation: Agent and/or supervisor
accesses the centralized database server to playback recorded telephone
conversations.
The Nice Voice Logger supports the following recording solutions:
Total recording
Selective recording
Quality Monitoring
Recording on Demand
ACD Switch
Avaya Product Definity G3R model is a high end switch which can handle a max
of 4000 trunks and 4000 agents. The software package currently being used is
the Call Centre Deluxe.
This has features such as :
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Automatic call distribution (ACD) in which calls are automatically distributed
among agents or hunt group members assigned to those splits and terminate to
the most idle terminal group |
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Most idle agent across splits/skills |
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Multiple call handling |
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Service observing |
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It supports BCMS (Basic Call Management System) this
utilizes software to provide real-time and historical reports that
will assist in managing the call center. The reports include information on agents, ACD splits/skills,
trunk groups. Data can be stores in hourly or half hourly intervals |
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It supports Agent phones of either 6408 or call
masters |
Multiplexers
BPO Matrix uses a robust Data/Voice Multiplexer from the world renown CISCO
range. The IGX 8420 is a very stable product with scalability upto 16 slots.
The IGX 8420 hardware that runs Release 9.3 of Cisco WAN Switching System Software.
IGX node can support OC3, T3, E3, T1, E1, Inverse Multiplexing Over ATM (IMA)
for T1 or E1, fractional T1 or E1, or subrate digital transmission facilities.
Key features of the IGX switch include :
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A 1 gigabit per second (Gbps) Cellbus for high speed switching and a
redundant .2 Gbps bus for backup
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Full compatibility with BPX system software
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Up to 64 circuit lines,32 trunks, and 3500 connections on the Cisco IGX
8420
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IGX configuration and management through Cisco Wan Manager or the
same standard user interface used with the BPX WAN switching system software
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High performance switching suitable for a variety of
protocols/applications, including Channel Associated Signaling (CAS), Asynchronous
Transfer Mode (ATM), Frame Relay, voice, FAX, slow-scan and full-bandwidth video,
and synchronous or asynchronous data
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Redundancy of controller cards, service module cards, system
buses, and power supplies to provide hardware reliability
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Hot-swappable modules to facilitate non-stop operation: service cards,
NPMs, AC-power supplies, and fan tray assembly |
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110/220 VAC and -48 DC power options for use in varied network
environments
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LAN
Uses CISCO's sophisticated Catalyst 3548 and 6509 switches. It has
redundant power supply and supervisor engine. It is a layer 3 switch.
We have 48 port modules expandable upto 9 modules
Agent workstations
Uses Hewlett-Packard's PC's working on Windows, 17" monitors
WAN
Connected to our International hub at Toronto in Canada via a 2MB IPLC.
This is connected to the PSTN via 10 T1 lines
Internet
Connected to the Internet via a 512Kbps link for our email and web
browsing
Fully secure site
Electronic security for Access
Separate areas for Production and other facilities with security
Redundant Data Security
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