Technology ,Our Call Centre Technical Architecture,Salient features of the Technical Infrastructure at Infoline, Infoline, call center oman, call center service, call center services oman, BPO oman,

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At Infoline technology is an enabler of competitive advantage, and not just as a source of business. The various delivery channels include Voice, Email and other web-based services like live chat, co-browsing and integrated electronic fax. The technologies that power Infoline include:

• End-to-End IP based Hosted Contact Centre platform.
• Built-in redundancy providing high availability.
• High speed Internet connectivity – 2 MBPS.
• Dedicated line connectivity with other geographies.
• Sophisticated call centre technical lab

Our Call Centre Technical Architecture :

Infoline contact centre is architected and designed using state-of-the-art scalable technology and best of breed components and services. The various delivery channels include Voice, Email and other web-based services like live chat, co-browsing and integrated electronic fax. The technology used is Hosted IPCC. The IP based contact centre technology infrastructure extends location independence to all the Infoline customers.

Salient features of the Technical Infrastructure at Infoline are:

OFFICE INFRASTRUCTURE

Located at Knowledge Oasis Muscat – The IT Park based at Muscat, Sultanate of Oman.

300 Seat Production Capacity with Conference Room, Dedicated Data Center & Corporate Office.

Uninterrupted Dual Power Supply for all Desktops, Servers & Network Equipments with Standby Generators.

CABLING

CAT5 structured cabling to all Workstations for Voice / DataNetwork Points.

All Data and Voice connections only through structured cabling

SERVERS AND DESKTOPS

HP-Compaq DL Series/ ML Series / BL Series servers.

Servers based on Microsoft Platform.

Microsoft SQL Server for all internal applications.

Network Storage for all Desktops.

HP & Dell Desktops with Windows Desktop Operating platform

All Desktops Protected by Enterprise Antivirus software.

High Speed Laser Printers and Scanners

LAN

100 Mbps switched Ethernet for all nodes

VLAN capable dual CISCO Catalyst LAN Switches

Multiple V LANs for Security.

Fiber Optic Cable connectivity to the ISP services.

LAN connectivity to Servers supported by Cisco 6500 & Cisco 4500 Catalyst Switches.

CALL CENTER AND VOICE (ACD)

Cisco Hosted IPCC Technology to Support Multi tenant contactcentre infrastructure.

Comprehensive Real time and historic Reporting through Cisco Web View portal

Redundant Deployment of all IPCC Components

Agents provided with Cisco IP Phones and Plantronics Noise canceling headsets.

Workforce Management Optimization suite

Voice Recording and Screen Capture Solutions

WAN

Leased Line Connectivity to different geographies

REMOTE CONNECTIVITY

Remote connectivity through Internet based VPN (IPSEC – 3 DES)

SECURITY

Network protected by CISCO PIX Firewall configured in Fail over mode.

Enterprise level Antivirus deployment

No dial-in connectivity allowed to the network.

Entry to Data Centre protected by State-of-the-Art Finger Print and Proximity Card Systems.

Access permitted to Authorized personnel only

SUPPORT

Dedicated, Qualified and Experienced Internal staff for infrastructure planning and support.
24 * 7 Onsite Helpdesk Support.
Enterprise Network Monitoring tool deployed at Helpdesk
Follows Best Practices in the Industry such as Change Management,
Help Desk, Problem Management and Escalation, SLA Compliance
with Operations, etc.

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