TECHNOLOGY, INNOVATION AND DEVELOPMENT in CONTACT CENTER

CONTACT CENTER DIGITALIZATION

 call center technology

NEW TECHNOLOGIES DEPARTMENT

TECHNICAL AND COMPUTER EQUIPMENT

 

Development of customized software applications and forms

Adaptation and integration of customer’s own applications to the system of TELÉFONO PERMANENTE

Connection to customer’s Website

Development of statistics according to customer’s requirements, for instance detecting priorities, efficiency of time intervals etc.

 

Telecommunication equipment

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  • Three primary phone lines with 90 digital and 12 analogue lines
  • Telephone exchange with Dialogic MSI boards prepared for connecting 52 extensions
  • Fax station for parallel Fax management and processing
  • Automatic call accounting system
  • ISDN lines supporting Voip
  • 4Mb + 4Mb dedicated connections (4 optical fiber + 2 SHDSL Backup)
  • Operator controlled call transfer system
  • Service and station specific automatic call recording system
  • Own applications for automatic SMS and beeper message sending

Computer Equipment 

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  • HP Netserver and Proliant server with NetRaid disk system (hot extraction system) and power supply redundancy
  • DC Domain server with secondary server for secondary backup
  • Data base servers. Three units specialized in maintenance, management and security assurance of data, both of in-house and customers’ data base management
  • Computer based operator work stations
  • Software: CentriPhone Millenium for automatic inbound and outbound call distribution
  • Internet connections
  • Monitoring of call information management on call center platform

Security System

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  • HP server duplication (“NetRaid 5 System” disks, power supply…)
  • Automatic daily backups
  • U.P.S. with independent batteries (8h autonomy time) for backup of all installations
  • Linux environment self managed firewall and Proxy server
  • Setting of DMZ zones to safeguard and protect the main servers from unwanted intruders
  • Dedicated 2Mb Internet access backup in SHDSL

 

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