Redundant links to and from the centre for last mile connectivity. 100% redundant backbone for telecommunication links to the world. In addition, the last mile connectivity is on fibre along with copper ensuring uninterrupted operations.

Data integrity is ensured by installing one high-end IBM server backed up by another midrange IBM server working on a heartbeat mechanism in a cluster. Fully redundant internal network for data and voice communication within the Local Area Network, with adequate battery backup for data safety, in case of a power failure.

Our state of the art Multi Channel Contact Management suite is a comprehensive inbound, outbound, blended call centre management software solution.

The solution includes the key technology components that covers the whole gamut of  service offering, right from Predictive Dialling and other dialling modes, Inbound contact management and ACD, Self Service and IVR,  CTI for intelligent screen pops, Digital Recording, Workforce Management and Reporting, Multi-channel contact including email, Web and Fax, and VoIP Support.

To elaborate on the technical features and functionalities,

• Multichannel ACD with weighted skills based routing capabilities and consistent customer treatment across all media channels in a universal queue;
• Chat with suggested responses;
• Web collaboration;
• Voice over Web;
• Email management;
• Email ACD routing with content-analysis and suggested responses;
• Voicemail ACD routing;
• Fax ACD routing;
• Unified messaging;
• Circuit and packet-switched voice;
• Unified, cross-media customer interaction histories;
• Blended outbound predictive and preview dialing;
• Context-sensitive screen pops;
• Real-time agent status display for supervisors with supervisor ability to leverage call monitoring, whisper coaching and barge-in/ take-over capabilities as well as the ability to lock out misbehaving agents and view/take over agent screens in the supervisor’s browser window;
• Call recording, both on an on demand and on a scheduled basis, with conversion to MP3 to minimize storage requirements and add streaming capability;
• Dynamic Customer Satisfaction Management™ technologies;
• Built-in browser-based reporting; and
• Browser-based user interfaces.

The Aakar group has multiple sites within the city, offering an ideal backup storage site for disaster management. All our sites are interconnected at all times for instantaneous data backup at the end of each shift. This ensures data safety for all our clients in case of any emergency affecting our primary site.

We have internal service level agreements, ensuring 99.9% uptime, and at the same time, we have SLAS with all our vendors, ensuring immediate availability of spares and additional components in case of immediate project and/or campaign implementation.