About Us

Scalability and Availability

To optimize our call center services for our clients, CSI has created the contact automation industry's most complete and extensive technological infrastructure to ensure that call flow, data integration, and CTI integration are flawless. Our technological approach to contact automation goes beyond what any company that offers shared IVR or hosted IVR solutions has been able to achieve.

Hardware and software technical support:

• Hosted IVR infrastructure is built around server class components
• All components produce SNMP enabled traps which are forwarded to both our 24 x 7 NOC and event correlation tools
• These tools allow for advanced event monitoring and automated escalation in the event of equipment or application failure
• All systems, links and services, end-to-end, involved in the delivery of integrated IVR services are monitored. Physical, link, and application levels are independently probed and trending reports are for analysis

Script development:

• Contact Solutions applies software development life cycle best practices to the development of IVR scripts
• Libraries of common code are applied to reduce risk and overall complexity
• Script design takes into account potential areas for application configurability. Using a combination of real-time database parameters and other configurable mechanisms, IVR scripts can be reprogrammed dynamically without the need for software code modifications
• Dynamic configurability provides operational flexibility to our clients in the area of contact center integration, temporary messages, IVR business logic, reporting etc.
• Full life cycle script testing reduces risk of error or poor caller experience. A process of functional, regression, and performance testing provides that high performance standards are met on first day of application availability

Hot Site backup:

• Contact Solutions has built multiple IVR hosting facilities, providing load balancing, network path redundancy, and geographic diversity, which can both handle 100 percent of call volume if necessary.
• Located in state-of-the-art Equinix facilities, all Contact Solutions hosting facilities are designed for maximum up time and ease of integration with voice and data carriers
• Inbound toll free calls are load shared across both facilities using advanced voice network features
• Capacity is managed between both sites to allow inbound call volume to be split 50/50
• Implementation and management of full hot site capability ensures true inter site redundancy and allows rapid switch over in the event of single site failure or pre planned maintenance

Knowledge base and experience to leverage winning new business:

• Focused solely on delivering call automation solutions
• Apply experience with myriad client environments and business solutions to offer suggestions for improving efficient call automation
• Recommend creative solutions to business problems
• Experience with wide array of network and system interfaces to design and deliver effective integrated solutions
• Provide input on proposal efforts

Integration Capabilities:

• CTI with Avaya PBX/ACD and Commercial CRM (Siebel or Onyx).
• Web service based integration reduces cost
• Integration with host systems:
• Web Service
• Sybase Open Client
• Continuous monitoring with alarm triggers based on link failures and/or timeouts

Security to meeting Visa/MasterCard CISP requirements:

• Highly secure physical environment
  • 24 x 7 armed guards
  • Biometric scans at 5 points between building entrance and equipment cage
  • Video surveillance
• Secure network links
• Documented security procedures
• SAS 70 certification