Technological Infrastructure



  • Multiple proprietary local links
  • High availability and redundant links for critical services
  • First class national and international communication providors
  • 24/7 monitoring
  • Security based on international norms

Our technological infrastructure with fully functional robust platforms with a recorded availability greater than 95.5 per cent, backed by contingency plans with routinely standard preventive, corrective, monitoring, and control maintenance, help assure that your service is always available to your client


We have geared our technology management towards providing service based on the market’s best practices for technology management of information and ITIL and COBIT communication.


In our architecture a series of hardware and software devices converge with high scalability, availability, and processing capacity.


To guarantee quality standards and fulfill the Service Levels Agreement (SLA) Allus Global BPO Center is assisted by world class providers.
The backing of leading companies like Avaya, CiscHP, Microsoft, Sun, Oracle, Nortel and Genesys are guarantees of quality and synonymous with cutting edge technology.



CTI Platform


A robust software platform (Genesys’ Midleware CTI) which provides the traditional pop up function as well as router intelligence, combined statistics and reports of all the devices, centralized control for the supervisor over the real time interactions operation, and the consolidation of the results of the reported interaction management.



Voice Communication Servers:


Automated Call Distribution Systems (ACD - Automatic Call Distributor), which also permit the monitoring and control of the calls and the forecasting of needed agents (cost-benefit).



Interactive Voice Response (IVR)


The IVR system (Interactive Voice Response) allows the automatic giving and getting of information via voice identification or telephone tone.
This platform facilitates the implementation of automated services like audio text, consult interaction applications using external data bases or online host, and can be integrated with CTI technologies to offer intelligent call transfer services (call transferred to agent with ID and user data auto filled via the navigation menu pop up screen).
We have several Nortel Networks MPS 500 automatic answering machines at your disposal which help to decrease the costs of call services, increase the hours of operation to 24 hours a day 7 days a week, and also provide adequate security and privacy levels.



The Automatic Answering units provide:


  • Interaction flexibility via phone tones
  • Sending of fax on demand
  • Great processing capacity and speed
  • High availability
  • Integration with TDM and IP technologies


Call recording

Allows remote access to quality and auditing control from anywhere and at any time. This is also used as support for agreements, transactions, or information given to the end user.

Automated Dialing

This is a system geared to increasing the productivity of outbound agents by automating outbound calls. Automated Dialing systems increase the productivity of campaigns between 280% and 300%.
Allus Global BPO Center has Avaya and Genesys automated dialers.

Supervision

Allus’ technology allows real time call supervision from anywhere.