COMPANY SERVICES INFRASTRUCTURE & TECHNOLOGY OPERATIONS INDUSTRY WHY US? CASE STUDIES CAREERS GRATITUDE CONTACT US
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Infrastructure & Technology

Infrastructure:
We have leased over 1250 workstations (each shift) across India in Mumbai, Delhi, Bangalore, Patna and Chennai with infrastructure as mentioned below, with the ability to ramp up to another 1000 workstations within 30 days.

The capabilities that Call 2 Connect has are as below:

  • Single Source Customer Service Centre through full integration of Inbound, Interactive Voice Response and Outbound services.
  • Inbound Skills-Based Routing (including multilingual capabilities).
  • Scheduling Outbound calls for up selling and cross selling of products, and to update customer data base for effective data mining.
  • Easy access for end user in all parts of the country.
  • High capacity 24 x 7 multi channel services.
  • Fully computerized server based network operations.
  • Single data source to support fulfillment activities.
  • Structured response handling for Call query and response management.
  • Creation, Maintenance and Updating of FAQ, thus creating knowledge base.
  • Real Time Statistical Reporting
  • Data base generation and management with Data Mining and Response Modeling.
  • Scheduling Outbound calls to maintain proper Customer Contacts.
  • Quality Management
  • Customised management reports.


    • It's benefits:
  • Reduce business-operating expenses through economies of scale and call centre specialization.
  • Increased hours of operation resulting in increased sales and customer satisfaction. Call 2 Connect can augment your current hours
         effortlessly, ensuring every customer call or order is processed 24 hrs each day, 7 days a week.
    • First, with increased call capacity to eliminate busy signals and long hold times.

    Technology:
    Our centers currently use state of the art Technology to service our client requirements:

    • EPABX – Ericsson MD 110, Matrix Eternity
    • IVR, ACD, MIS, Contact Center Management Solutions – Ericsson Solidus eCare
    • Voice Logger – Cube
    • Hardware – IBM, Compaq, HCL, eSys, Ericsson, Cisco, Loop, D-Link
    All our technology is scalable and can be used for both Domestic & International work with minor adjustments.

    Our centers have the first Indian contact center installations for both the Ericsson MD110 & Solidus eCare Solutions which are internationally recognized award winning products.

    Dialer:
    C-Zentrix
    • Expandable for TDM from 2-48 ports
    • Expandable for E1 from 1-8 ports
    • Inbuilt IVR & Voice mailv
    • Inbuilt PBX/IP-PBX
    • Call logger
    • ACD
    • Gateway Communication: VOIP,TDM & PRI

    Security:

  • Physical access controlled by security personnel.
  • Access card System.
  • Recording devices blocked.
  • Monitoring of agents through CCTV network.

    • Data & Network Security:

  • Regular monitoring of server application
  • Login identity required
  • Non -Disclosure agreement signed by each employee
  • VPN used for secure client network connection
  • Encryption devices used
  • Firewall to prevent unauthorized breaches and to secure network

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