System Integration
The system integration is done by AVAYA. Our call center hardware includes the Mosaix dialer, Nice logger, Definity ACD, LAN, SQL server and CTI. We are using Lotus Notes as a email server. For all external mail we are using VPOP3 to download mail from our server located at Singapore. The OS platform is based on Windows 2000 Advanced Server and RedHat Linux 8.0 Sun Solaris 7.

Network
We have a 2Mbps IPLC between our office and the collocation at Toronto. The collocation is hosted by TELEGLOBE in their office premises. The IPLC is through VSNL for one half and Teleglobe for the other half. This is entirely on Fibre Optic cable which give us better response times. The cable used is the westbound SEAMEWE3 from Mumbai, India.

PSTN Circuits
We have currently 10 T1's connected to the collocation. The PSTN is serviced by Bell-Canada. The PSTN currently services North America, Canada, UK and can service the entire world.

Security

Firewall
We are having CHECKPOINT Firewall.

Encryption
We will send data after encryption. The Firewall has encryption capability.

Antivirus Safeguards
Norton Anti Virus: Server edition is installed, the software on a schedule updates with the latest release or version, and regularly scans the entire network based on a daily schedule.

Server Backup Policy
We have a defined backup policy for all servers and a defined backup procedure, which is followed on daily basis. The tapes are stored in an off site locker.

Data Security
Confidential Information Protection

The data is maintained in a server which has been secured in the network and protected from unauthorized persons through the use of user/password mechanism. The information is distributed only to required recipients only. Safeguards in place to protect a customer’s information from being disclosed to employees who are not working on that customer’s accounts. Every customer is assigned a Project Manager, the project manager co-ordinates with the customer as a single point of contact, he is then responsible for disseminating the information to his respective team assigned for the project. The Technology team has various policies designed to protect the customer such as Security Policy, Data Management Policy, Project Development Policy etc…. each customers project is executed following these policies strictly. Safeguards in place to protect a customer’s information from being disclosed to other customers.

Power

The site is powered by diesel generators with backup Gensets providing uninterrupted power supply to the building.

UPS (Uniform Power Supply)
The site is equipped with a APC 's DP300E Silicon 80KVA UPS with a 15 minutes backup on full load. This system is based on the latest state-of-the-art proven "Delta Conversion" technology.

Disaster Recovery Procedure

We have a defined policy which includes the network and the server equipment DRP. The policy states that we do check and validate the DRP at least twice in an year .

We have clearly defined Escalation procedures

Vendors	We have on site helpdesk services from a third party vendor as well as our technical support staff through out the entire operational hours.
24X 7 Support	We have SLA’s with vendors for a 24X 7 support with less than 4 hrs response time.
System Uptime	We have a defined methodology and escalation procedure for all known and periodic faults.

Mosaix Predictive Dialing System

The Mosaix 5000 PDS offers high-performance predictive and managed outbound call handling. Built on a robust UNIX platform, the 5000 PDS delivers maximum productivity during call handling and Job handling. Its powerful supervisor interface-Campaign Director®-provides a real-time window into campaign and agent performance and enables you to dynamically manage your operation.

At the core of the Mosaix 5000 PDS is our state-of-the-art Expert Calling technology. The Expert Calling algorithm monitors the environment and adjusts call pacing based on individual service level objectives. The Mosaix system's industry-leading voice detection technology assures that campaigns are effective and productive. These finely honed, proprietary algorithms, coupled with high-speed digital signal processing, enable the 5000 PDS to identify and categorize call responses (answering machines, special information tones [SITs], fax machines, busy signals, pagers, etc.) with up to 25 percent more accuracy than competing technologies. Increased accuracy in call detection rates means that your agents are handling your most profitable calls first.

The Mosaix system's revolutionary Intelligent Call Blending®, flexible Proactive Agent Blending, and patented Predictive Agent Blending applications incorporate computer telephony that seamlessly integrates with either an ACD or PBX.

The Mosaix 5000 PDS is designed to help our call center succeed, with:

Voice Logger

The Voice Logger is one of the leading Voice recording solutions from NICE.The recording solution consists of the following components:

Nice Log:	An NT based digital voice recorder and stores audio in high quality audio-compressed digital format. This can support upto 224 channels. Currently we have 30 channels which means at any point of time we can have 30 accesses to the logger.
Nice CLS:	A SQL compliant open client-server system with a dedicated server that manages millions of recorded telephone calls in call database.Authorized users can concurrently search for calls in the database and play the recorded audio from client workstations
Nice Universe:	Is a complete quality management solution designed to assess and improve the quality of a call center customer service through automated voice recording , screen capture, call evaluation and reporting. Its benefits are that it accurately identifies training needs through objective assessment of group and agent performance and that it reduces management costs by automating manual evaluation practices
Nice Workstation:	Agent and/or supervisor accesses the centralized database server to playback recorded telephone conversations

The Nice Voice Logger supports the following recording solutions:

ACD Switch
Avaya Product Definity G3R model is a high end switch which can handle a max of 4000 trunks and 4000 agents. The software package currently being used is the Call Centre Deluxe. This has features such as :

Automatic call distribution (ACD) in which calls are automatically distributed among agents or hunt group members assigned to those splits and terminate to the idlest terminal group

Most idle agent across splits/skills Multiple call handling Service observing

It supports BCMS (Basic Call Management System) This utilizes software to provide real-time and historical reports that will assist in managing the call center. The reports include information on agents, ACD splits/skills, trunk groups. Data can be stores in hourly or half hourly intervals

It supports Agent phones of either 6408 or call masters

Multiplexer
A very stable product with scalability upto 16 slots and can handle 4000 agents.
IGX 8420 hardware runs on Release 9.3 of Cisco WAN Switching System Software. The node can support OC3, T3, E3, T1, E1, Inverse Multiplexing Over ATM (IMA) for T1 or E1, fractional T1 or E1, or subrate digital transmission facilities.

Key features of the IGX switch include:

A 1 gigabit per second (Gbps) Cellbus for high speed switching and a redundant .2 Gbps bus for backup Full compatibility with BPX system software Up to 64 circuit lines,32 trunks, and 3500 connections on the Cisco IGX 8420 IGX configuration and management through Cisco Wan Manager or the same standard user interface used with the BPX WAN switching system software High performance switching suitable for a variety of protocols/applications, including Channel Associated Signaling (CAS), Asynchronous Transfer Mode (ATM), Frame Relay, voice, FAX, slow-scan and full-bandwidth video, and synchronous or asynchronous data Redundancy of controller cards, service module cards, system buses, and power supplies to provide hardware reliability Hot-swappable modules to facilitate non-stop operation: service cards, NPMs, AC-power supplies, and fan tray assembly 110/220 VAC and -48 DC power options for use in varied network environments

LAN
Our LAN runs on the sophisticated Catalyst 3548 and 6509 switches from CISCO. They work on 100Mbps. The cable used is the CAT-5 cable from AVAYA. It has redundant power supply and supervisor engine. It is a layer 3 switch. We have 48 port modules expandable up-to 9 modules.

SERVER DETAILS

Data Servers

The server hosts the main database, the Mosaix scripting database. There is a defined backup policy which is followed.

Agent workstations
Uses Hewlett-Packard’s E-PC’s working on Windows 98, 17” monitors. Pentium IV machines with 128/256 RAM.

WAN
Connected to our International hub at Toronto in Canada via a 2MB IPLC.

Internet
We have a 1:1, 1024 Kbps internet access through a private service provider. The uplink is on microwave directly from the building. The average ping response to a site in north America is about 280ms

Email
Lotus Notes as a email server. For all external mail we are using VPOP3 to download mail from our server located at Singapore.