Network Infrastructure
Our call center infrastructure is highly scalable with open source architecture for some of our PBX and IP gateway requirements using the latest in Asterisk and Digium technology. We are also fully redundant with our Cisco Router, Firewalls, and the entire LAN connectivity. WestShore BPO is utilizing software-based PaBX/Dialer system from Asterisk. The software is built on an open architecture, Windows 2003 Server and Microsoft SQL Server platform, and state-of-the-art Dialogic SCSA telephony components. Asterisk provides robust predictive dialling and blended inbound/outbound, ACD, and IVR features that were previously affordable to only large companies.
These new systems provide an innovative, all-in-one, contact center communications infrastructure that provides the best ROI, and an easy solution to the growing demands of the contact center services.
Asterisk is an easily scalable platform, the system’s capabilities include call control, automatic call distribution (ACD), private (automatic) branch exchange (PBX/PABX), computer telephony integration (CTI), interactive voice response (IVR), customer relationship management (CRM), voice mail, facsimile, e-mail, web chat, unified messaging, recording and outbound campaign management.
- Predictive Dialling its features include Simultaneous Multiple Campaigns, Agent Scripting/Data integration, Preview Dialling option, On-The-Fly Campaign configuration and record loading, Agent and Campaign Callbacks and separate campaign dial pacing.
- Enhanced IVR (Interactive Voice Response) Skills Based Routing (Business rules for routing of Inbound Calls using DNIS, ANI and DTMF) routes calls to agents most skilled at meeting a particular need, greatly increasing customer satisfaction.
- ACD (Automatic Call Distribution)
- Dynamic Call Blending passes both inbound and outbound calls to the next available agent practically eliminating periods of agent inactivity.
- Integrated Customer Relations Management (CRM)
- Call and Agent Reporting provides real-time reports by agent and/or campaign using industry standard Crystal Reports to make adjustments and enhancements if needed.
- Call Recording, Monitoring, Coaching, Conferencing, and Agent Text Messaging manage the permanent digital recording of user selected conversations between call center agents and contacts. These recordings can be used for quality assurance, auditing or training purposes.
- Flexible Agent Scripting allows data collection right in the agent scripts through the use of HTML and ASP (Active Server Pages) for connection to the host database.
- Multiple Simultaneous Campaigns
- Database Integration can be integrated with, host or legacy database systems via its flexible Visual Basic ODBC interface.
- Call activity and history is tracked in a Microsoft SQL Server database providing easy
- Accessibility to the data for reporting and manipulating through standard SQL command statements.
- Another platform that WestShore has successful implemented is the internally optimized
- ViciDial/Go-auto dial solutions which run under the Linux-based Asterisk PBX Platform.
- All capabilities such as ACD, CTI, IVR, PBX and CRM have all been integrated to the needs of every client. Both ViciDial and Go-auto dial can be interchangeably used based on specific program requirements from the client.
Telecommunications
WestShore makes use of the state-of-the-art VoIP infrastructure that combines flexibility with cost competitiveness. We have adopted the full VoIP solution ahead of the most in the contact center industry because we believe that by saying ahead of our competitors, we will be able to offer optimum services at competitive rates. With multiple redundant IP backbones and shared IPLC network serviced by the three largest carriers in Bangalore, we are fully redundant with our data and voice connectivity, therefore providing seamless operation 24/7.
Currently, the company is also partnered with two different VoIP providers with several gateways across the US, providing optimum voice quality and latency anywhere in the country. Our flexibility with our VoIP providers allow us to be able to call anywhere in the world, while maintaining good voice quality.
Likewise, the flexibility of our solution allows us to partner with VoIP providers that are localized in a specific country or zone, therefore providing an optimal latency and minimal hop situation.
