Epicenter understands that Telecom is the backbone of Call Center Operations and hence it is extremely important to have a Highly Reliable, Secure and Efficient Infrastructure to support the same. Following is a brief overview of the Telecom Capability.

International Connectivity

1. Facility connected to the US POP at Omaha through Multiple Fiber Optic leased links.
2. Diversity in the links with circuits engineered through Multiple Service Providers like AT&T & MCI.
3. Cable Diversity with circuits engineered through the Atlantic and Pacific routes.

Local Loop connectivity

India end:

1. Local Loop Connectivity with Fiber right up to the Data Center.
2. 34 Mbps fiber Optic Systems to ensure Scalability in Bandwidth.
3. Fiber Connectivity through Multiple Services Providers to Mitigate Risks.

US end:

1. Local Loop at US end provided through QWEST, the Local Exchange Carrier.
2. T1 ISDN PRI links with Toll free numbers available for connectivity over the US PSTN network.

Technology Infrastructure

Epicenter has partnered with the world's premier quality product suppliers -

1. Nice for Customer Experience Management Solutions.
2. We have Concerto Software's Ensemble Pro solution that includes inbound routing, outbound contact, Interactive Voice Response (IVR), advanced Computer Telephony Integration (CTI) capability, recording and multimedia blending within a unified architecture in addition to enabling businesses to leverage their existing technology investments. The complete dialer solution (the software as well as the dialing engine) is installed at Mumbai and managed by Concerto trained engineers who are always present at the site for an on site support. The solution provides a single logon facility for the agents to handle both inbound and the outbound campaigns and it seamlessly allows them to toggle from inbound and outbound campaigns. The solution also provides total voice recording facility (100% voice recording facility) and also permits to listen to the calls from off site locations. The Dialer is integrated with the Avaya ACD on one side and the Cisco IGX on the other side. For outbound dialing at US the Cisco IGX is integrated with a telecom service providers voice switch through ISDN PRI lines providing ANI / DNI / CLI.
3. Avaya for Definity ACD, IVR and CTI Solutions.
4. CISCO for cutting edge LAN and WAN Solutions.

LAN Infrastructure

1. Architecture which is IP based.
2. 100 Mbps fully Switched Network at the Distribution Level.
3. Gigabit backbone at the Core level to ensure that LAN bandwidth is never a constraint.
4. Use of HSRP at the Core Level eliminates single point of failure and ensures High Uptime and Availability.
5. Separate VLAN's to provide security to each customer.
   The data network is standardized on the Dell servers and PCs connected through a CAT 5e LAN network.

WAN Infrastructure

1. CISCO 7200, 2700 and 2600 routers.
2. Cisco IGX Multi-service WAN switch with ATM and Frame Relay Capabilities.
3. G729a Voice Compression Algorithm to compress voice traffic to 8 kbps without compromising on toll free voice quality.

Power

Power situation in Mumbai is very stable and power failures are rare. However, to cater to any type of emergency, a three tier redundant system has been built.

1. Power to the premises is from Bombay Suburban Electric Supply (BSES). We have alternate supply from Tata Power Electric Co. Ltd.
2. Redundant UPS systems working in hot standby mode at all times.
3. Own Generating set in case of failure of the UPS systems and to provide power for extended power outages, if any.