Competent Synergies Pvt. Ltd. (CSPL) has developed one of the largest out-sourced call center technology infrastructure in the town in order to build a strong scalability platform and offer a highly diverse and reliable connectivity solution to its clients. Our technological capability is based on:

Infrastructure

Servers and Desktop PCs

All Servers and Desktop PCs are of latest configuration.

 

EPABX Switch & ACD

We have multiple technologies installed like Alcatel, Avaya and Coral as EPABX-Switch and ACD for Inbound as well as Outbound processes.

 

We are also using latest Reporting Tools provided by Alcatel, Avaya and Coral to manage the processes.

 

Telecom Infrastructure

We are using 40 MB bandwidth for Voice in Domestic, 10 MB bandwidth for Data and 1 MB bandwidth for Internet access alone.

 

Voice Recording

We have server based Voice recording system.

 

Predictive Dialer

We have Predictive Dialer in place for outbound processes.

 

Connectivity Hardware

We are using HDSL Modems (V.35 & G.703), E1 Converters (FCD2) and CISCO Routers for Voice and Data connectivity according to the requirement of the work.

 

Networking Equipments

We are using Active & Passive components of CAT-6 having structured networking. Internal LAN is on 100 Mbps and inter-switches are connected on 1000 Mbps. All workstations are equipped with Redundant, Voice & Data ports.

 

Power Backup

We have Online UPS with Gen Set support for uninterrupted power supply.

 

Data Protection

We have scheduled Backup Management System using Backup devices, regular Anti-Virus definitions updation and regular PC Health Check Systems.

Security

Site Security

• Entry through Identity Card or Visitor's Pass only 

• Physical access controlled by Security Personnel

• Recording devices blocked

• Whole facility monitored through CCTV network

• Unauthorized movements restricted

• Fire & Smoke Detectors

Data & Network Security

• Login identity and access rights at user level implemented

• Regular monitoring of Server applications

• Intrusion detection system through Remote Administration

• Floppy drives, CD Drives, USB ports disabled

Development, Implementation and Maintenance 

CSPL has an in-house Software Application Group (SAG), that houses extensive experience in software development and software management for a wide range of businesses. This team is responsible for handling ongoing software maintenance of applications that any client might have developed through third parties as well as maintaining ongoing interactions with the third party suppliers.

The SAG Team has developed an Online Attendance Marking System in .NET platform which is accessible from all its offices interconnected through leased line. All employees are marking their attendance through this module from their PCs. This module is a part of Master Payroll Online System.

The SAG has designed an Online Certification Module for one of its clients as per their requirement. This is being used for final certification of the Customer Care Executives after the completion of their training.

The SAG has developed many tailor-made projects as per the needs of its clients.

Business Continuity Plan (BCP) 

At CSPL, we have developed a Business Continuity Plan (BCP) based on the risks faced by the organization. The management has developed and put in place a business continuity management process in order to counteract interruptions to business activities, to protect critical business processes from the effects of major failures or disasters, and to continue business operations despite any untoward happening.

Our Business Continuity Plan enables business operations to be maintained following failure or damage of vital services or facilities. CSPL has prepared an enterprise-wide BCP and individual plans for each business line. Risk assessment is carried out for all the processes and the information processing equipments to identify their criticality and exposure. Business impact analysis has been done to evaluate the acceptable downtime of all the critical business application systems and processes and their impact on the business. The risk assessment is carried out with active involvement of all the business owners.

CSPL is committed to ensuring continuity of business for each of its customers. Lost resources, owing to the contact center being inoperative following a disaster have an immediate impact on the business units and may significantly impact performance metrics. The objective of the business continuity program at CSPL is to minimize the potential loss of time and resource and to develop a framework for recovery to meet operational levels.

We classify the business continuity program into three levels - ongoing operational issues and failures, failures within the site and site level disasters. We provide redundancy to each one of them

Some of the key features of our BCP are:

• All the equipments are under Warranty and/or under AMC along with the TAT and SLA signed as per clients requirement

• Have sufficient stock-in of standby material for redundancy

• Daily, Weekly and Monthly System Audits and updation

• Have On-Site engineers appointed from the Vendor(s) to take immediate action in addition to CSPL – IT Team

• CSPL IT Team is available 24 x 7