Our Technology

Technology advancement has changed the world today. It has increased the productivity of every business. Our professionals do not work manually on handwritten documents. We use several software applications, computers and automation for electronic data compilation and processing and also to store and compile data. The software helps us process data and convert it from any medium for easy storage and readability.

Our call Center Infrastructure :

Network Security :

Cisco Perimeter Security : Perimeter security systems safeguard the approach to our facility. This is the first line of defence. We use our perimeter security system in combination with other security systems and alarms. It helps us protect not only our premises but also our confidential data against vandalism and burglary.
Intrusion Prevention System : Through our intrusion prevention system we detect and prevent threats if identified. IPS helps us monitor our network, constantly seeking for possible pernicious incidents and gather information about them. The IPS takes preventive actions like configuring firewalls to avoid future attack and closing access points after reporting the event to system administrators.
Multi Layered Trend Micro Anti Virus : Centralized security management ensures reporting across multiple layers, security management and complete visibility across multiple layers of interconnected security. It also enables control and visibility on our premise. We also use a control manager to provide access to actionable threat intelligence, which uses global threat intelligence to deliver real-time security, blocking threats before they reach you.

Servers and Storage :

Data Storage Solutions are mandatory to store and read data digitally. The digital data excel in paperless data management.

Raid Technology : We use RAID technology which allows us to store the same data in different places on multiple hard disks to secure data in case of a drive failure. RAID makes use of disk striping – help spread data over multiple disk drives – and disk mirroring – copy identical data onto more than one drive – techniques.
NAS(Network attached storage) : We have NAS which is a storage device connected to a network that allows retrieval and storage of data from a central location for authorised users of the network. Because of its flexibility and its ability to scale out, whenever we need extra storage, we can add to what we have.

We also have IBM Server TS450, Customized CRM, Microsoft computing platform and Data storage.

Local Area Network :

We take advantage of the following to make it easier for us to manage data files in a team.

Standard CAT6 cabling : We use CAT 6 cabling which is backwards compatible with Category3 cable and Category 5/5e standards. The cable standard allows performance of up to 250 MHz, compared to 100 MHz for Cat 5 and Cat 5e.
VLAN / IP Sub netting : We have VLAN which is a logical LAN which allows us to create various physical and logical networks. Since it is configured at the server-side, the controller is in charge of decision making as to which computer is assigned to which VLAN. VLAN provides a robust control for the network and is more secure. VLAN is very efficient, flexible, brings less traffic and better work performance.

Inbound/Outbound Dialer :

Inbound Voice : Inbound voice solution at Smart Pave Solutions is based on the Cisco IPCC (Internet Protocol Contact Centre). Our customers can contact us through a reliable and convenient mode – Web collaboration, phone or email – through this brilliantly-designed IPCC.
Outbound Voice : We have a distributed dialler architecture which is tightly integrated with Cisco voice solution. Our predictive dialler has real-time calling list management and 2:1 pacing. This planning also has DNC management to maintain low nuisance – cancel dial, individual agent pacing and extent function.

100% Voice recordings :

Our ability to record 100% of all voice helps us view voice envelopes of agents and customers independently and find omissions by evaluating data that is tagged with the calls.

Integrated CRM :

Our calls are stored by integrated CRM which can be analysed on at least 128 parameters. It lets us process customer information and customizes follow-up orders. To track the progress of service activities, our support staffs also uses CRM to track the progress.

Multiple Platforms (Predictive Dialer) :

Using predictive diallers we call numbers automatically and help agents check for disconnected numbers, voicemails, busy tones and no-answers. These devices make use of call metrics to predict the availability of human agents to make the next call. They also help us dial multiple numbers at the same time ensuring we call the right number of leads at the accurate time for maximum agent utilization.

IVR (Interactive Voice Response):

We use IVR which is a fully automated system available for our customers on a 24×7 basis. We use it to provide information related to services, answer queries as well as help your customers buy your products after work hours by easily dialling a few buttons on their phone. Through automated surveys, it is also an excellent way to receive customer feedback.

Redundant Internet connection :

We aim to reach 100% redundancy at all our delivery centres by calculating redundancy factors while expanding resources. We have adopted the following continuity plan at Smart Pave Solutions.

Marine Optic Fibre Cable – Trans-Atlantic and Trans-Pacific.
Satellite Communication.

We also make use of data multiplexers and SO.

Leased Line Connection :

Leased line has been very beneficial to us for providing services without interruption. It prevents us from harming the productivity of our business. Furthermore, they offer utmost data and voice transmission privacy. The leased lines also provide us with large storage capabilities.

Apart from that, we also use multiple international links and auto-failover architecture.