The contact center technology platform is designed with the business objective of enhancing the customer experience and has been the foundation for enabling our agents to provide quality service and support.

The technology incorporates partners and suppliers such as Avaya across all locations in India along with CMS (Call Management System) servers to ensure excellent voice quality, both in traditional TDM switching as well as in IP telephony. We adopt skill based routing when it comes to multi language calls, types of customers etc. Quality is achieved through best in the industry QMS solutions like Verint & NICE that enable us to do selective or 100% call recording.

Our goal is to deliver the following critical deliverables to meet the business objectives.

.   Availability

.   Scalability

.   Security

.   Performance

.   Business Redundancy

.   Integration & Automation

.   This includes the different channels through which customer interaction takes       place

.   Various examples of the channels for interfacing with customers are IVR, ACD,      Outbound dialer, Email & Chat Engines etc

.  This includes business applications like CRM, core banking applications which     are specific to every industry vertical. We integrate our solutions to our client’s     platform in a seamless way. This also consists of applications which are used to     monitor quality and performance management.

.  The application layer has to be tightly integrated with the Application layer. This is     delivered by us using our in-house development team with the help of our     strategic partners

.  EAI is the process of linking such applications within a single organization     together in order to simplify and automate business processes to the greatest     extent possible, while at the same time avoiding having to make sweeping     changes to the existing applications or data structures

.  This layer consists of an integrated conglomerate of Applications and platform at     an Enterprise level

.  We have implemented SAP ERP for most of the business functions in our     Organization

.  Access management, roles and policies are governed by a centralized Active     Directory

.  The Business Intelligence solution in place is responsible for extraction of raw     data from various operational data sources and summarizing them for     consumption in the form of reports and dashboards at different management     levels

.  We have made significant investments into this capability and have built these     solutions in-house.

.  This is developed by our internal team to deliver meaningful solutions and data to     our customers both internal and external.