Call Center Infrastructure at Invensis

Our robust and state-of-the-art infrastructure is at the base of our entire call center process. Our organization adheres to the global standards with regards to employee safety, security and training, protection against natural disasters and excellent backup plan in case of major power outage.

Our infrastructure comprises of:

• A robust call center technology
• Telco grade data center
• FM200 fire prevention and protection system
• Multiple levels of power backup
• We offer 100% visibility into all our processes

Power Connectivity

We have made excellent arrangements to provide 24/7 services with respect to power connectivity. We know that businesses get hampered with a power failure and we have ensured that there are 3 levels of power source if there is a power outage for a long time. We have a generator which stores primary energy and acts as a failsafe if there is a power outage and if the generator fails then we have our UPS network center. All of our power devices have dual power supply and are fed via independent power paths.

• We provide 3 levels of redundancy with primary source of power
• Available in 1500 KVA
• Facility Load up to 500KVA
• We have a 750 KVA generator backup with fuel storage which offers 24 hours of onsite operation
• UPS Network Center - 1x 60 KVA (Redundant)
• UPS Overall - 4x 120KVA
• All devices are with dual power supply and fed through independent power paths.

Excellent Disaster Recovery Management

In case of any unforeseen circumstances, Invensis will resume operations in less than 4 hours by shifting its operations at its secondary / backup location which is the disaster recovery site enabling Invensis to provide seamless and uninterrupted services.

Our Network infrastructure

Our call center has excellent redundancy architecture and adopts a 3-tier technology for our call center network infrastructure with Gateway Nodes, ACD Nodes and Central Management Server.

Inbound Voice

We provide our call center inbound solution which is based on Cisco Internet Protocol Contact Center (IPCC). The Cisco IPCC ensures that the customers can contact via multiple mediums such as phone, web chat or email.

Outbound Voice

Our call center infrastructure has distributed dialer architecture and is integrated with Cisco voice solution. Our predictive dialer has 2:1 pacing and real time calling list along with preview modes of dialling, rule based dialling with rules like LIFO and FIFO instantaneously applicable, Time zone based dialling etc.

At Invensis, we deploy CC software services for our contact capture and quality monitoring.

Features of our Call Center Solution

• Advanced XML based IVR creator with text to speech and speech recognition functionality. IT can integrate with any kind of application / database
• Inbuilt ACD acts as a brain of the system. It comes with advanced functionalities like skill based routing, roaming agents, live barge in, call forwarding etc
• Default basic agent pop-up. Totally scrip based, campaign wise customizable CRM, can be used for rescheduling and re-churning calls
• Predictive, progressive and preview modes of dialling, Rule based dialling with rules like LIFO and FIFO instantaneously applicable, Time zone based dialling etc
• 100% recording of all the calls, the voice log files can be searched based on various Meta tags & can be played in the browser itself remotely on a standard internet connection
• Advanced real time reporting which can be accessed over normal interne from any corner of the globe, with 60+ types of historic reports available as default

Overview of Enterprise Cluster Solution

• Designed for Enterprise setups up to 1000 seats
• High availability of 99.999% up time
• N+1 Architecture Active- Active or Active passive redundancy at each node
• Load Balancing at agent level and calls level
• Consolidated single panel to monitor and configure
• Real Time view of agents list Queue node health

Measure your customer satisfaction experience - Sync audio with video

• Analysis based on intelligent tagging
• Ability to data mine
• Responsiveness for customer escalations
• Powerful training and remediation tool
• Monitor and manage compliance
• Monitor and manage agent activity