Technology deployed Includes:
Excel's endeavor has always been to provide the best work environment so as to
bring out optimum productivity. Excel enjoys an uninterrupted power supply and has also taken measures for continuity. Similar arrangements find folds with Excel's telecom, software and hardware deployments.
- 400 seats can be scalable on Ensemble Pro Dialer
- Nortel Meridian 11C EPbax with capacity of 400plus terminals.
- Panasonic & Plantronics Star Base 2010 Phones with Binaural noise cancellation
- Nortel Passport 7480 Equipment is used for best network WAN link .
- Restorable VOIP link 1:1 Premium Bandwith of 3Mbps.
- Intelligent Database for unified knowledge management.
- Redundancy on LAN for data and voice as on Switch and Patch Panel Scalability.
- IBM and Dell Servers.
- EMC Storage with Tandberg's Autoloader and Symantec Backup 2010 Solution.
- Power Edge 2600, IBM xSer3650 & xSer3250, Intel Xeon Dual 2.0 GHz., 4
- RAM, 6 * 146 GB Ultra 320 SCSI HDD, 15,000 RPM with RAID Controller, Dual Giga Ethernet, Redundant Power Supplies.
- DHCP & DNS enabled.
- Email Services provide one of the best Domain & Hosting Provider name Net4domain.
Network Storage for critical data on a Disaster Recovery System Basis and Geo
Recovery solution by Double Take and Geo Clustering.
- Dell OptiPlex G X 60 & LENOVO P4 desktops with PIV 3 GHz, 2MB L2
Cache 800 MHz, 512 MB DDR2 RAM, 80GB SATA HDD - 7200 RPM, 17"LCD
Monitor, 10/100 Mbps Ethernet.
- Plantronics H101N all agents, Supra binaural noise cancellation Headset.
- All desktops virus protected by Symantec Endpoint Protection 11.0
All the training rooms are fitted with Team Board and Projector with Speech
Recording Systems. The Video Conferencing can be done ISDN & IP Phone.
Structured Cabling using:
- AMP certified NetConnect CAT 6 structured cabling to all workstations for
Data & Voice.
- AMP Certified NetConnect CAT 5E structured cabling in redundant for all
- All Data and Voice connections only through structured multiD colour
for ease in troubleshooting.
- 1000Mbps Gigabit Ethernet Connectivity till the desktop level, guaranteeing
optimal performance for Streaming Video Applications, Unified Messaging.
- Cisco Manageable Network Switches
Cisco and Cyberoam VPN Router.
ASPECT Software formerly Concerto Software
(merger of Davox Corporation and CELLIT
technology) is a Customer Interaction Management
(CIM) solution. Concerto enables us to effectively
manage CSR interactions with customers via voice, fax,
email and the Web according to the requirement and demand of client - therefore improving communications,
reducing operating costs and delivering superior service.
Excel is a fully Voice enabled blended call
center, capable of providing Outbound &
Inbound services over the Phone, Email, Text messaging and Fax through a private
leased circuit on fiber optics between the U.S. and India.
Intelligent CIM software from Concerto software Inc. altogether a Unified solution for
all types of interactions.
- Voice Call Blending on Aspect's Ensemble Pro Application with Concerto software .
- Seamless Predictive Dialing.
- Recording, Call logging, Remote Monitoring and Silent call monitoring.
- Whisper coaching where trainer can monitor and coach a CSR on an active
session with the customer. During this session the customer gets prompt
response from the CSR but he cannot listen to consultation given by the trainer.
- Intelligent Recording, to find the right conversations and deliver them to the
people who need to hear them. Also captures all the agent conversations and
provides them to key people with the recordings they need to improve contact
- Supervisor control on single screen using Aspect's Director License.
Aspect's (formerly Concerto) software provides pre-formatted Standard Reports
through in-built interface called Data Views and External reports from the dialer.
Reports can be generated to reflect the Agent Performance, Campaign data like
contact ratio, inbound call statistics etc.
- Agent Signed In report provides details on agent's login duration, Not Ready
time and idle time helping in agent performance.
- Agent Disposition helps in understanding call disposition of dialed numbers
analysis of leads and agent performance.
- Table Activity provides details on contact information of calls and leads
- ACD Service Interval gives details on inflow ratio in case of Inbound calls.
- While the global call center industry grows and the reliance of an
on its outsourced contact center deepens, the need for disaster recovery capacity emerges.
- RAID-5 controller with 5 Hard Disk & hot plug-n-play disk on Database sever.
- RAID-1 on all other servers.
- Structured cabling for LAN is 2:1 for each station.
- Spare HDD for all critical servers in case of failure.
- 24x7 support on Leased Cicuit with Premium facility by 15 to 20 Mins on Site Support response from Bharti Broadband service
- 24x7 support on Leased Circuit from Bharti with Fibre Optic Technology.
We maintain a policy of structured disaster backup, from basic power and utilities to
server and desktops redundancy. All data backups are done using DAT drives. Backup
media is stored in fireproof lockers offsite. The telecom equipment, IPLC, Servers and
Desktops also has built in redundancies.
- 40 KVA APC UPS for all desktops and servers with more then 2 Hrs Backup. and 20 KVA APC UPS for Stand by on Redundant
- Provision of 90 KVA FG Wilson DG set.
- Principal Ring Power is from Tata Power, local power company.
The UPS area is the power source of the Contact Center and has two power feeds of
75kvA from separate sources into the building. UPS, in combination with our battery
and diesel generators, mitigates the potential of any interruption in business. These
back-up systems are also the critical support to our Disaster Recovery Systems.
UPS, online and available, runs concurrent with the commercial power feed. Excel's
contact Center have multiple, redundant power feeds from the local commercial power
provider(s) coming into the facility. Multiple sets of batteries are also maintained to
provide additional back-up. Diesel Generator automatically cycle on if a power
interruption is encountered. The generators can support the building power load
indefinitely with refueling.
Our modular design lends itself to easy scalability. Additional systems can be created
instantly by replicating components and existing systems can be expanded to handle
heavier call loads instantly by only installing more components.
Passport & Alcatel Mux
8 E1 circuits
capacity with 220 and 168 channels
Three E1 Circuits
8 E1 circuits
All files coming in to our network are scanned for viruses and other malicious
software. Anti-virus software is deployed on our mail, database, and application
servers as well as on all our desktops Virus "signature" files are updated regularly. In
addition, emergency procedures designed to contain any virus outbreaks are in place.
Our networks are protected by firewalls, which further serve to filter and block
suspicious traffic that is detected.
Security Control System:
Excel follows ISO 27001: 2005 Industry practice for the Protection and security of
client information at our contact Center. The facility is well protected by round-theclock
Security guard, Closed circuit surveillance cameras; Swipe card based Access
Control system to the various section of the facility, well-defined fire exits and
advanced fire-protection systems. Our Infrastructure has fire safety
equipment like smoke detectors, fire alarms, fire extinguishers and trained fire
Data Centre Security:
Access to the Data Center is restricted to authorized personnel only, with security
guards posted at every entrance around the clock. Even employees with access cards
do not receive clearance to areas outside their workstations unless authorized by a
Certified Information Security Professional.
- Agent Desktop PC is secured with disabled floppy drives and other any external storage mass and restricted user
logins to Domain and Secured server which is purely designd by GPO (Group Policy Object) . User Rights are limited to the CTI applications.
- Cyberoam CR100i Firewall is used to have tunnel with the Client site for secure access
on MD5/3DES authentication which restrain with module of VPN, L2TP.
- Client reports are sent from unified Email Account after filtration of DNC
records and antivirus scan.
Production floor deployed with In-house Productivity tool for online monitoring
of telemarketing sales and credit check process, ensuring the site functioning
Excel has a 24x7 security guard coverage that controls access to the building. All
employees carry proximity card based I-Cards. All important/confidential information is
kept in secure lockable file storage.
Through outsourced contractor armed guards. Armed guards at the facility check bags for
electronic storage devices as well as company property.
Proxy Server with Fire Wall. Most reliable Antivirus
and Internet Security tools deployed over the entire network. 24X7 surveillance of
Data Servers are placed in high security zone with restricted entry. Data is stored in
High Level Encryption format. Strict security and confidentiality assured with
dedicated Communication lines for data transmission. No records are accessible and
cannot be taken out from computers as the requisite devices are either disabled or
password protected or are not there. All records are destroyed once the work is
completed. If indicated we maintain archive of your records with regular backups. The
data-center rooms also have a proximity card reader access. On a need basis, only
selected authorized people from the IT department have access to the room. Internal
security is provided using the various security tools / equipment and login / logout
mechanisms. All integral access points are secured and documented / recorded. There are
secure ACL implemented and tools like firewalls and proxy servers also used to
provide an enhanced security environment within the organization and its network.