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
  headsets.
• 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.

Systems:

Servers

• Power Edge 2600, IBM xSer3650 & xSer3250, Intel Xeon Dual 2.0 GHz., 4 GB
• 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.

Desktops

• 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

Other Essential:

All the training rooms are fitted with Team Board and Projector with Speech Recording Systems. The Video Conferencing can be done ISDN & IP Phone.

Networking:

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 points.
• All Data and Voice connections only through structured multiD colour cabling 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.

Dialer:

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.

Advantages:

• 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 centre outcomes.
• Supervisor control on single screen using Aspect's Director License.

Customized Reporting:

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 for analysis of leads and agent performance.
• Table Activity provides details on contact information of calls and leads penetration.
• ACD Service Interval gives details on inflow ratio in case of Inbound calls.

Redundancy:

• While the global call center industry grows and the reliance of an organization 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.

Availability:

• 24x7 support on Leased Cicuit with Premium facility by 15 to 20 Mins on Site Support response from Bharti Broadband service provider.
• 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.

Mains Power:

• 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.

Scalability:

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.

Virus Protection:

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.

Firewalls:

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 fighting team.

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 completely paperless.

Security Measures:

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.

Gate Security:

Through outsourced contractor armed guards. Armed guards at the facility check bags for electronic storage devices as well as company property.

Network Security:

Proxy Server with Fire Wall. Most reliable Antivirus and Internet Security tools deployed over the entire network. 24X7 surveillance of Network Administrators.

Data Security:

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.