|
|
Each Systems America BPO
Delivery Center Facility is designed to world-class
standards and includes reliable, state-of-the-art
networking, computing hardware, physical security,
power supply and telecommunications services.
Facilities have state-of-the-art and redundant
connectivity for high-speed voice and data
communication. Each Systems America BPO Delivery
Center is scaleable and has a full range of
options to allow complete customization as
per clients' requirement.
At Systems America, we use smart systems that
automate/ enable our e-CRM, proven systems
that support our applications, agents and
network and redundant systems to ensure that
your business never has to wait. We have systems
& facilities that are world class, and we
have built in sufficient support/ redundant
infrastructure to ensure that the systems
are available to support your business at
all times. |
| |
| ACD |
Systems America has standardized
on the tried and tested Avaya Definity G3r
Enterprise Communications Server (ECS) and
Call Management System (CMS, earlier known
as CentreVu) for its contact center switching
applications. The Avaya contact center solution
is built upon the automatic call distribution
(ACD) technology that enables a suite of call
routing capabilities. The ACD can be configured
as required. For example, the calls can be
configured to go to the least busy agent,
the first available agent, or the agent with
the skills needed by a particular customer.
Announcements, for example about the estimated
wait time (EWT) or about services provided,
can be configured and played as per the requirements.
In addition to this the ACD enables Call Vectoring
and Expert Agent Selection.
A Definity ECS supports up to 5,200 agents.
Our system is designed to handle multiple
contact centers in Delhi in India and San
Jose, California with best service routing.
BSR balances call loads across these locations
with tools to analyze demand and direct each
call to the location best able to handle it
- for example, based on call volume, waiting
time in queue, or the time of day. BSR is
completely transparent to the callers; all
they know is that their calls are being handled
promptly. |
| |
| Multiplexer |
Systems America has standardized
on Alcatel Multiplexers. The models deployed
are Alcatel 7270 and 7470. Alcatel 5620 Network
Manager is deployed for managing these nodes
globally.
These multiplexers are carrier class systems
with fully redundant and non-blocking switching
fabric. They employ echo cancellation & silence
suppression algorithms to improve the QOS.
The multiplexers utilize RAPID (Reserved Alternate
Path with Immediate Diversion), a feature
by which the system switches onto a back-up
circuit when the primary circuit goes down
and resumes service immediately.
Voice over Frame Relay (VoFR) and Asynchronous
Transfer Mode (ATM) technologies are used
for transmitting voice over the IPLC's. The
compression achieved on these technologies
is standard G.729a (8:1). |
| |
| Dialer |
| Systems America has Avaya
Mosaix predictive dialer. Mosaix dialer comes
with call recording and monitoring; conference
calling; skills-based, DNIS-, and ANI-based
routing. In addition to this, Mosaix also
has answering machine detection (AMD) and
advanced CPA that efficiency of the predictive
dialer. On the agent desktop, Mosaix provides
the GUI for all agent interaction and data
views. |
| |
| Quality Monitoring Solution |
| We have deployed a Nice
Universe. It interfaces directly with Avaya
Voice Switches. A single box can record 48
Channels simultaneously. |
| |
| e-CRM: e-Mail Response Management
& Web Support |
Systems America has deployed
'KANA Response' e-mail response management
system. The system automatically routes messages
to work queues, priority queues and department
queues and uses automatic responses and suggestions
to minimize human intervention. It also enables
multiple real-time chat sessions for each
agent to service complex and time-sensitive
requests. Response has a unified GUI that
enables an agent to manage multiple e-mail,
chat and Web form interactions simultaneously.
KANA Response provides Self Service Integration.
A feature that includes self-service links
in automated and agent-assisted e-mail and
chat responses that direct customers to precise
information in the corporate knowledge base.
The solution has a distributed architecture
that ensures that outbound e-mail handling
can scale flexibly to meet enterprise growth
and change. |
| |
| Web Help e-Support Console |
| Systems America has built
an e-Support console that offers self-help
on the web. The e-Support console can provide
services via e-Mail, Text Chat, Call Back
and VoIP. VoIP services are provided over
our private network from our US based Telecom
Centers. With the e-Support console, contact
center agents use the web for VoIP and Text
Chat to co-navigate and push pages across
to the customer. |
| |
| Desktops, Servers & Software |
Systems America deploys
client specified desktop configurations. All
our PCs are industry standard makes from Compaq,
Dell, IBM and HP. The standard configuration
is P-III, 128 MB RAM, 20 GB HDD, 15" \ 17"
\ 21" monitors. Customized configurations
can be deployed as per the system requirements.
IBM servers are used for applications such
as Domain controllers and File Servers. Sun
Server with Solaris has been deployed for
specific applications.
Agent desktop OS is WIN 2000 or NT. The desktop
is loaded with office 2000 suite, anti-virus
and other client applications required to
access required systems. The Applications
used depend on the host/client/program environment.
|
| |
| LAN |
The Local area network
(LAN) at our contact centers is enhanced Cat-V
network with vertical & horizontal Giga fiber
with Switched 100 Mbps (Fast Ethernet) to
the desktop.
For specific requirements, Logically Separate
LANs as well as Physically Separate LANs have
also been implemented. |
| |
| Routers & Switches |
| Systems America has standardized
on Cisco 3600 Series routers and Cisco 2950
switches with management using SNMP. |
| |
Technology
