01 · ACD
Intelligent call distribution
Inbound calls are automatically routed to the most suitable agent based on skills and availability. No unnecessary hold times, no manual transfers.
TECHNOLOGY INNOVATION DEVELOPMENT
Technology infrastructure
The technology that makes permanent coverage possible
"When a call cannot wait, the technology that supports it matters as much as the person who answers it"
In pharmacovigilance, every adverse report must be logged with exact date, time and content. In elevator maintenance, every emergency call needs complete traceability. The infrastructure we use is an operational decision, not a convenience choice.
View services for regulated sectors →Operational capabilities
What the platform does for your operation
Active features in every service, available from day one.
02 · Supervision
Real-time control
Live operational dashboards. Supervisors can listen to active calls, coach agents or intervene directly at any time.
03 · CTI
Automatic screen pop
When a call comes in, it appears automatically on screen. The agent can see the context and protocol guide before answering.
Frequently asked questions
Questions about our technology
01What is ICR Evolution?
ICR Evolution is the omnichannel contact centre platform we operate on. It handles automatic call distribution, full interaction recording and real-time supervision across all channels.
02Why do you run on your own server rather than the cloud?
Our own server gives us complete control over client data and interactions. For companies in regulated sectors — healthcare, pharmaceuticals, utilities — this removes a significant risk vector and guarantees operational continuity independent of third parties.
03How is GDPR compliance guaranteed?
All interactions are logged and traceable. Data is handled in accordance with the General Data Protection Regulation. Access is role-restricted and the system allows complete audit of any interaction.
04Can your systems integrate with ours?
Yes. Our in-house IT Department develops custom applications and handles adaptation and integration with each company's internal systems.
05What reports and statistics do you provide?
We generate custom statistics and reports: analysis by time slot, operational efficiency, number of calls handled and any data relevant to decision-making and quality control.
06Are all interactions recorded?
Yes. Every interaction — inbound calls, outbound calls, chats, emails — is fully recorded. Available for quality control, internal training and regulatory audit with complete traceability.
Advanced technological solutions that guarantee permanent, professional and quality telephone service
Innovation & Development
We have an in-house team of experts in contact center technology and IT systems dedicated to researching and developing advanced technological solutions that enhance customer service and operational efficiency for your company.
Technical Equipment
Our IT department develops custom applications and forms and ensures adaptation and integration with each client’s systems.
Telecommunications Team
Robust and efficient connectivity allows us to provide technological solutions that optimize communication between your company and your clients.
Technological Infrastructure
Architecture designed to ensure stability, redundancy, and 24/7 operational continuity, guaranteeing all services run reliably and securely.
Security System
Advanced security protocols, continuous monitoring, and compliance with operational standards, ensuring protection of data and critical operations.
Let's Talk
We are here to answer your questions, resolve doubts and collaborate with your company, ensuring that your customers receive exceptional customer service.
Innovation & Development
- We have an in-house IT department specialized in maintaining and optimizing our entire technological infrastructure to ensure a stable, secure, and high-quality service.
- We carry out custom application development and personalized forms for clients who need to adapt their operations or integrate with their internal systems.
- We perform adaptation and integration of each client’s applications with the systems of TELÉFONO PERMANENTE , ensuring full compatibility, automation, and efficiency in call management.
- We generate statistics and custom reports according to each company’s needs: analysis by time slots, operational efficiency, real-time customer service metrics, number of calls handled, and any data relevant for decision-making.
Technical and Computer Equipment
- We have our own IT Department, specializing in maintaining and optimizing our entire technological infrastructure to guarantee a stable, secure, and high-quality service.
- We develop custom applications and forms for customers who need to adapt or integrate their operations with their internal systems.
- We carry out the adaptation and integration of each customer's applications with the systems of TELÉFONO PERMANENTE , ensuring total compatibility, automation and efficiency in call management.
- We also create customised statistics and reports according to each company's needs: analysis by time slots, operational efficiency, time spent on customer service, number of calls answered and any other relevant data for decision-making.
Telecommunications Team
- The main phone systems are managed with ICR Evolution to increase efficiency and control.
- ISDN lines are supported fully for VoIP and are also integrated with ICR Evolution for intelligent call routing. More info from contact center services
- There is redundant access to high-speed internet, ensuring connectivity even during periods of high traffic.
- Automatic call recording systems and advanced management for quality control and auditing.
- Automated SMS sending is made more efficient by custom applications that are integrated for communication with your clients.
Technological Infrastructure
- We have a own computer personnel equipment, responsible for supervising, maintaining and evolving all our technological infrastructure.
- TWe have high-performance servers with , advanced configurations and redundancy in power supplies to ensure maximum stability and continuity..
- Our network includes a domain server (DC) and a secondary support server, ensuring data protection and integrity.
- All workstations havehigh availability equipment, optimized for speed, security and efficiency in call management.
- We have dedicated and virtualized servers, designed to scale, isolate critical processes and offer optimal performance in professional telephone support environments.
Security System
- Our technology platform is designed with multiple layers of computer security to ensure a stable, secure and fully reliable service. We implement advanced solutions that ensure operational continuity and total data protection.
- Backups own Web and FTP, with cloud externalizationand server redundancyto ensure immediate recovery from any incident.
- UPS with independent batteries, preventing interruptions due to power failures and keeping critical services active.
- A professional firewall and proxy server act as a barrier against intrusions, viruses and unauthorised access, reinforced by Trend WFBS (Worry-Free Business Security).
- DMZ zones to protect primary servers by isolating services and reinforcing perimeter security.
- Strict compliance with the Data Protection Regulation (GDPR), ensuring secure management, confidentiality, and proper handling of business information.
Trust Telefono Permanente to meet your customer service technology needs
For more information about our offer, visit the services page or contact now
I WANT YOU TO CALL ME
✔ Quick response · ✔ No obligation · ✔ Data protected (GDPR)
