 |
|
|
|
|
|
|
|
|
Infrastructure
With top of the line infrastructre, IMS Technologies is fully setup to suit all of your requirements. Here's a rundown on what we have:
We use Meridian Nortel PBX which allows us to have a capacity of approximately 80 Manual Stations in our Canadian office. With four analog T1 lines terminating in our call-center, we have a total of 92 working lines all setup with a Nortel Cinphony ACD level I. Our ACD allows us to generate reports on demand. Our call center is also capable of hosting multiple digital T1 - PRI lines.
Our computer back-bone includes Linux Networking which means that we value security and reliability. Most of our internal in-house developed CRM systems work on Microsoft Access. We utilize cutting-edge computer languages such as PHP / SQL / VBA/ Access 2002 to customize our CRMs to the needs of our clients. With full capabilities of in-house server hosting, we are fully capable of generating reports that are accessible via the internet.
Over the year, we have realized that virtual recording capabilites with offsite storage is a great way to keep transaction records as well as customer service call monitoring. Our call-center is fully virtual IVR enabled with unlimited queuing capacity. This allows us to handle huge call volumes. The IVR script can be customized as per client needs. Virtual IVR also enables us to implement a reliable disaster recovery strategy which includes network level re-routing capabilities (easy handling of overflow in peak periods) and power network redundancies. Other benefits of virtual IVR includes diverse reporting capabilities and rapid on-demand setup based on customer's needs.
A reliable infrastructure in our Indian call-center complements our Canadian call-center and provides our clients with further redundancies in addition to cost-savings. Our Indian Call-center contains sustainable and quality poer systems with 150% power backup by UPS and generators. CAT 5 enhanced data/communications cabling make our infrastructure a reliable one. Some of the highlights of our interior designs include:
- Ergonomically designed workstations
- Correct acoustic environments
- Indirect lighting with high reflectance ceilings
Offering LAN, WAN, VPN, VoIP/Variable IPLC connectivity, our Indian call-center is technologically advanced. We host top of the line ACD, switch and predictive dialers. The reporting capabilities include SQL, Oracle, MS Access, PARSEC & CONCERTO. We pride ourselves in keeping our call-center secure and redundant by providing telecom redundancy, digital fiber interconnections, Rugged security policy using encryptions and firewalls and WAN Security with Fortigate / Squid for QoS. The extensive measures we have taken to address the security concern also include:
- Access control
- Backup & Recovery
- Data confidentiality considerations
- Disaster prevention
- Hardware failure recovery
- Network management/protection
- User identification and authentication
- Virus protection gateway level
Chosing us guarantees that you will get the best infrastructure available to call-centers and you will be in the hands of a technologically advanced, secruity and redundancy conscious company.
"Serving your business is our business."
|
|
TOP