Business Technology

ICT Structure

Full redundancy
The call network of Centrecom is deployed on a fully redundant basis and in order to maximise system uptime all the main equipment is duplicated. Internet connectivity is provided through 2 physical fibre links originating from 2 different physical locations. Back-ups are taken both daily and on a weekly basis, clones of which are stored on separate machines. Back-ups are also stored at separate offsite locations. The call centre solution is provided by Avaya which encompasses all the spectrum of functionalities required for the call centre. This system which is highly automated has the ability to connect to any third party application.


Multichannel Platforms

Seamless customer journeys demand seamless customer service
Customer Service is expected to be a positively seamless experience across all available channels. We help our clients keep consistent levels of service across touchpoint; social, mobile, tablet, PC and retail.  The modern call centre is equipped with much more than a telephone today, truly excellent customer service goes far beyond telephone support following the customer along the full customer journey making support available anywhere anytime through myriad of available channels. Centre com can help you keep service levels consistently high across all your touch-points on social and mobile too by offering the following services on all your customer platforms.
  • chat
  • telephone support
  • sms
  • Facebook & social accounts
  • mobile chat
  • email
  • self-service portals
  • video chat


Infrastructure

One solid IT structure geared for easy scalability and fast growth.
When outsourcing your customer service to us you benefit from the advantages of integrating your customer services into our solid infrastructure built to the latest standards of innovative technology offering the flexibility of cross-platform multi-lingual omni-channel customer support. Being able to plug into a nimble infrastructure is one of the main advantages of outsourcing to Centrecom. You will never have to worry about scalability again. We help our customers stay abreast of new technology by putting our expertise at their service by providing a supportive environment that allows for scalability and growth through intermittent innovation at a fraction of in-house costs.
  • plug and play services
  • overflow services
  • up to the minute reporting
  • omni-channel support
  • mulit-lingual support
 

Integration

At Centrecom we use state of the art technology and utilize the most up to date systems for our clients services. Our IT staff can integrate our systems with those of our clients to give them real time information for their business needs. Computer telephony integration (CTI) is technology that allows interactions on a phone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all client contact channels (voice, email, web, facsimile, etc) with computer systems.
Centrecom ICT infrastructure
  • Core & Distribution Network 
  • Backups
  • Edge Network (WAN)
  • Secure Edge
  • Web, Email, Desktop Security, IP Phone Security
  • Secure Mobility and branch/business inter-connectivity
  • DR-Centre Voice Failover Servers (Avaya) - ACD
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