Network Infrastructure
Using state-of-the-art technologies, HighTel BPO delivers custom solutions that meet the unique requirements of each and every client while exceeding their expectations. Our suite of integrated contact center services combined with our converged network helps position HighTel BPO as a leader in the industry.
Leveraging technologies from industry leading vendors such as Aspect, Cisco and Stratasoft, HighTel BPO has built a robust global infrastructure that maximizes agent productivity and minimizes downtime. Our latest technological advancement consists of Aspect's Unified IP solution deployed over an advanced MPLS network. This advancement simplifies application logic and expands agent distribution across multiple geographical locations. In this model, agents gain seamless access to the resources needed to better serve the customers, contact center management and reporting are simplified and increased flexibility is provided to our clients. Additionally, the solution features high-availability applications, redundant servers, redundant network connections and real-time performance monitoring.
As we continue to advance our infrastructure with industry trends we recognize the strengths in maintaining all of our technologies up to the highest standards and we continue to take advantage of these technologies to provide the best solutions for our clients.
The key infrastructure components of the operation are:
- Access to domestic optical fiber backbone insures reliability as well as excellent voice quality reproduction on the phone due to its high speed capabilities.
- International fiber availability from to the US from the undersea cable landing point in Karachi continues the excellent voice quality and also permits direct access to the US telephone system.
- Spare technical equipment
Technology Highlights:
- Aspect Unified IP Solutions
- Stratasoft Call Center Solutions
- Advanced MPLS Network
- Cisco Switches and Routers
- Automated Call Distribution (ACD) using skills and queue based routing
- Outbound call center solutions including predictive dialing
- Interactive Voice Response ( IVR) for self-service or automated messaging
- Call Recording and Quality Monitoring
- Virtual Management and Reporting
- Email AND Web Chat Solutions
- Comprehensive Physical Security and Data Security
- Redundant telecom circuits
- UPS and Generator power backup
- The Business Continuity and Disaster recovery plans