ERACON TECHNOLOGIES

Call Center Infrastructure

The infrastructure forms the bedrock upon which our entire operational framework rests. Our call center infrastructure adheres rigorously to international standards, encompassing employee health, security, a comprehensive training facility, fire protection measures, and robust power backup systems. Spanning thousands of square feet, our infrastructure includes:

A building compliant with EHS OSHA standards
Complete visibility into all operational processes
A Telco-grade data center
FM200 fire prevention and protection systems
Eight levels of redundancy for local connectivity
Four tiers of power backup systems

These elements collectively ensure the resilience and reliability of our operations, guaranteeing uninterrupted service delivery to our clients.

Power

We ensure continuous operation with generator backup and redundant UPS network centers.

3 levels of redundancy
Primary source of power
- Available 1500 KVA
- Facility Load 500KVA
Generator Backup
- 750 KVA generator with fuel storage for 24 hours operation onsite with arrangements to sustain
UPS Network Center – 1x 60 KVA (Redundant)
UPS Overall – 4x 120KVA

Our Network

We follow a 3-tier architecture for network connectivity, ensuring redundancy and reliability.

Inbound Voice

Our call center infrastructure boasts an inbound voice solution anchored on Cisco IPCC (Internet Protocol Contact Center). This meticulously crafted IPCC facilitates seamless customer communication through various channels such as phone, email, or web collaboration. Learn more about our cutting-edge Inbound Call Center Technology.

Outbound Voice

Flat World's call center infrastructure features a distributed dialer architecture tightly integrated with Cisco's voice solution. Our predictive dialer operates at a 2:1 pacing ratio and offers real-time calling list management. This architecture also includes DNC management to ensure compliance and maintains low nuisance levels through individual agent pacing, extent function, and cancel dial capabilities. Explore further details about our advanced Outbound Call Center Technology.

Witness, the leading call center software company, has developed an application suite which we have deployed for contact capture and quality monitoring.

Business-Driven Fulfillment Rules:-
- Exception handling tailored to the type of calls for evaluation.
- Offers flexibility, whether broad or granular.
- Monitored calls can be promptly routed to the relevant personnel.
Event-Driven:-
- Trigger monitoring facilitated through rich integration.
- Monitors key data such as Customer ID, Caller-Entered Digits, DNIS, ANI, Disposition Code, and Talk Time.
Worldwide Access and Playback:-
- Access provided to Executives, Customers, and Home Supervisors.
- Enables playback of recorded interactions from anywhere in the world.
Spot Trends and Patterns:-
- Analyze data to identify emerging trends and patterns.
Exception Criteria:-
- Identifies Call Flow Exceptions
- Monitors parameters such as Holds, Hold Time, Call Length, Transfers, and Conferences.

Features of the Witness System

Voice & Screen Capture:
- Captures 100% of customer interactions.
- Access restricted to authorized personnel based on customer sign-off and authentication.
- Displays energy envelopes for both sides of the conversation.
- Web-based replay for convenient review.
- Extensive data tagging including agent ID, disposition, time, date, duration, etc.
- Query-based search option for efficient data retrieval.
- Option to download recorded files for further analysis.
Quality System:
- Offers multiple selection plans for quality assessment.
- Supports multiple scoring plans to evaluate agent performance.
- Capability to modify selection plans online.
- Generates graphical reports for easy visualization.

Customer Experience – Sync Audio with Video

We provide 100% call recording, capturing every interaction between agents and customers. This feature is critical for tracking compliance, ensuring data security, and providing feedback to agents to enhance the customer service experience regularly.

This system facilitates analysis based on intelligent tagging, data mining capabilities, and responsiveness to customer escalations. It serves as a potent training and remediation tool, along with monitoring and managing compliance and agent activity.

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