With a modern technology and constant updates of our systems of data and communications, Transcom Colombia offers to his clients an infrastructre that guarantees an efective communication between a company and his clients.
Our technological infrastructure has:
•Avaya CMS Centre Vu Supervisor
–Allows call statistics in real time as well as historic reports.
–Abandoned calls, answered calls, call handling time, calls on queue, maximum time on queue and many other campaign indicators can be easily obtained with this powerful reporting tool.
•Intel CT connect CTI technology
–Integrates telephony system and database computer systems,
–Allows the agent to have on screen information about the campaign and client at the very moment the phone is ringing, giving the possibility to provide a more personalized attention.
•Cisco based network systems
–Cisco Catalyst 4000 series and 2900 series provide high speed connection to more than 300 workstations. Cisco PIX firewalls provide interconnections with internet as well as connection to clients network
•Dell Power-edge servers
•Windows server 2003
•American Power Conversions Enterprise UPS (80 KVA Modules)
•Network Access Control: Microsoft Active directory
•Interactive predictive dialer
–Expands PBX functionality by adding predictive dialing capabilities
–Optimize agents use by automatically dialing and transferring only calls that have effective human response.
–Dialer features include accurate and complete call analysis, time-sensitive dialing, and manual or automated call rescheduling in addition to Interaction Dialer's predictive, power, preview and precise dialing modes.
–System is currently equipped with 100 licenses but can be expanded up to 300.
•Avaya S8720 System
–Built in Call center Elite ACD.
–System capable of distributing calls in an uniform manner to the available queues on all splits, as well as providing call handling features.
–500 Extensions already in place and installed hardware to expand to 2000
•Wygant Encore voice logger
–Provides automatic recording of all incoming calls. By keeping registry of conversations, we are able to guarantee:
•Better quality control and evaluation of agent performance.
•Customer proof of acknowledge when transactions are involved follow up to clients complains
•Avaya Intuity Audix Messaging system
–Enhances enterprise's communications with call answering and messaging capabilities totally integrated into Avaya S8720 PBX.
–Delivers voice, and text messaging to help improve communications and simplify information exchange within the enterprise.
•Desktop Access Control
–Windows XP Pro, CMOS password Protection
–PCs do not use CD drives and USB ports
–Printer rights restricted
• Data security
–Data backup and archiving system.
–Sensitive information retention and Disposal Management
–Email and internet usages policies
–Internal and external security Audits
Audio Response The Audio Response systems recover information from a database and provide the user through simple voice menus that the user can navigate from the phone keypad.
- The Web Chat allows the attention of customers through Internet from a web chat application.
Technology Infrastructure: Fault Recovery Plan (FRP)More Info...
