Technology
The technical infrastructure of SSL is equipped with state of the art software and hardware devices to provide our clients uninterrupted and best in class services. Our network is backed by top liner servers and CISCO network solutions ensuring seamless service.
Software Solutions:
SSL maintains international standard and runs its operation based on the state-of-the-art contact center software solution for voice based services:
Customer Interaction Center (CIC) software, the most comprehensive all in one solution for unified communications is now world's most popular Contact Center software. The world renowned CIC software is implemented by Interactive Intelligence (ININ) from USA, which provides call center solutions to few hundreds of banks, financial institutions and call centers in USA, Europe and Asia whose client portfolio also includes some of the fortune 500 companies.
Features of CIC, ININ - the CTI Software:
- Multichannel inbound service facility
- Speech-enabled interactive voice response (IVR)
- ACD (Automatic Call Distribution) with built-in multi-channel queuing
- IP PBX/PBX
- Supervision and system monitoring
- Quality monitoring and evaluations through 100% Call Log & Voice records
- Interaction Marquee (Wallboard & real time live & remote monitoring)
- Built-in adequate ready formats for historical reports
- Customized report formats according to clients ’s requirement
- Remote agent capabilities
- Outbound campaign management
- Quality assurance through quality monitoring of live & recorded voice logs
- Customer self-service automation
- Web Chat services for online support
- Website generated customer request services
- Email and voicemail services
- SMS request services
Some attractions:
- IVR bypassing for high value customer segments
- IVR path records with proper reporting system to know customer interests
- Routing separate customer segments to separate skill set groups
- Restricted access with multiple restricted lists
- Alarm system for pre-defined criterion set by supervisors
- Agent login to multiple groups at a time with anytime change option
- Supervisory assistance seeking through Popup window by the agents during live call
- Total agent status visible to all agents and supervisors
- Live self performance report access to agents
- 100 historical report templates
- Customized reporting facilities according to demand
- Customized alarming system with customized signals while call landing from specific special customers
- Internal separate chatting system for Supervisors and Management for efficient and effective communication
All supporting/operating system software at server and client level are LICENSED version:
- MS SQL Database Server
- MS Windows 2003 Server Enterprise edition
- MS Exchange Server for email
- Kaspersky antivirus/anti-spam
SSL has ensured all licensed software to maintain international standard to avoid interruption and for a smooth flawless services for its clients. Unlike others SSL has ensured all standard of quality in terms of infrastructural setup.
The hardware profile of SSL includes:
- Servers: HP Proliant, Dell Power edge, IBM
- Storage: HP Storage
- CISCO Routers and Switches
- Brand PCs for Agents: HP, Dell
- High configured HP/Dell Notebook, PCs with core duo processors
- Plantronics Headsets
- Well designed high speed LAN and wifi connection
- 3 Layers of Power backup support through APC online UPS and Perkins Branded power generators for 24/7 backup for smooth and uninterrupted electric supply.
