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IT and Call Support
Infrastructure
TECHNOLOGY
IT and Call Support Infrastructure

All agents are provided with individual customer service workstations with the ability to run either Windows or Linux.

Internet Connectivity

Minimum bandwidth of 50kbps per workstation is secured through DS-3 lines which are paired for redundancy.

Call Handling Subsystem
  • Voice Over IP and TDM based headsets
  • Automatic call recording
  • Quality control monitoring
  • Voicemail capability (up to 300 seconds per message / up to 500 messages storage)
  • Welcome message recordings
  • Interactive voice response (IVR)
  • Unlimited volume of incoming calls at all times
  • 3-way calling for calibration
  • Real-time call monitoring capability
  • Client online access for monitoring of call system statistics (actual number of calls waiting, abandon, etc)
  • Recording and archiving of calls for purposes of validation and quality checks








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Inbound Call/Contact Center - Outbound Call/Contact Center
Offshore Call Center - Outsourced Call Center