:: Silgate Solutions ::

Technology

Core Technology supports

Inbound / Outbound Voice Solution
Scalability.
Redundancy.
Disaster Recovery plans.
Service uptime of 99.98%
Power backup with 99.9999% uptime.

We have deployed state of the art voice and web support equipment that integrates with our client systems to provide a seamless, reliable, scalable and secure solution. High-speed, Private leased optical fiber circuits from WorldCom service providers for voice and Internet access have been set up to ensure connectivity at all times. We utilize TCP/IP protocols over a fully switched Ethernet network (using CAT5e cabling) built on distributed architecture with Firebox III-700 Watchguard firewall.

Silgate is supported with Redundant colo facilities at 56, Marietta street, ATLANTA. The dedicated IPLC circuit of 2Mbps is terminated on Nortel Passports 7480 and Ensemble Pro 5.2 Dialer.

Silgate site is deployed with Alcatel MSC7270 on dedicated WAN to carry the voice and data traffic on the IPLC circuits from the US to India. The Intel Dialogic call routing and AOD functionality on the concerto's NT Gateway & Touchstar Dialer is used to route calls to our CSRs. The soft switch uses the concerto's 4.2.3.7 version to provide all AOD and ACD features including call vectoring, expert CSR selection, ANI / DNIS, Pilot monitoring, Blind monitoring, etc. The proprietary function of concerto's nailed voice and data path keep the CSR occupied for providing the excellent service through its CTI function.

Touchstar's soft Dialer 5.3.9 supports with Power and Predictive Dialing with customised reports and Remote monitoring. Touchstar deployment uses SQL server on DELL platform to manage the dialing on the multiple list in the same campaign with online filtering of DNC records.

Silgate has considered Compaq and IBM x-series XEON servers with DUAL Processor, RAID5 configuration and redundant power supplies, to support the scalable high ended Concerto applications and Primary Database engine.

Gateway Dialer supports all telephony protocols including CAS, CCS, ISDN PRI etc. We also have IVR server available to clients for remote monitoring of our CSR's. Silgate can provide high-end imaging, document management/ workflow tools like Filenet® and data analysis/mining tools for our BPO activities. These technologies enable us to access our clients' back-office documents in a structured and secure environment for processing from India.

Technology plays a key role in enabling Contact Centers to address important business concerns - like controlling and reducing costs, meeting customer expectations, handling increasing workloads, and delivering better services. Technology is one of the key drivers in making Contact Center's effective.

Silgate employs an in-house technical support, integration and database management team to assist in deployment and maintenance of systems, and offer flexibility in API developments. We synchronies work with our clients' teams to assess specific requirements to determine the best solution, working within strict timeframes and budget.

We have co-located our Predictive Dialer and Alcatel MSC 7270 at Switch and Data Facilities, 111, Eighth Avenue, NewYork. Our long distance voice T1 circuits are terminated on the Dialer at US End. We are having DS3 long distance T1 circuits on CAS/D4AMI signalling from Verizon formerly MCI and Qwest carrier.