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At
Infoline technology is an enabler of competitive
advantage, and not just as a source of business.
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.
Centralized Air Conditioning.
24 hour Security, Car parking provided at the
KOM complex.
CABLING
CAT5 structured cabling to all Workstations for
Voice / Data
Network 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 contact
centre 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 ( Blue
Pumpkin)
Voice Recording and Screen Capture Solutions
from Witness and
Globitel
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 Anti virus 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. |
