EQUIPMENT
Extend's state-of-the-art call centre is equipped with the latest in
digital equipment and technology. Extend's 3 sites are networked together
serving as disaster recovery sites for each other. In addition, call loads
can be shared across the 3 sites, or even to partner sites across Canada
when necessary. This technology provides a highly scaleable platform
capable of handling very large call volumes, and ensures no service
interruptions in the event of storms, evacuations, or other natural disasters.
HARDWARE
T1's from the phone company central office connect directly to our ACD (automatic call distributor) switch. This digital switch utilizes a combination of account profiles and skills-based routing to serve each call to the most appropriate agent. Calls are presented with CTI (computer telephony integration) which automatically "pops" the agent's computer screen with the account answer phrase, call scripts, help screens, and more. Screens can also be automatically popped to any web page, or WAN (wide-area network) database.
In addition:
- A digital call logger tracks and records calls for quality control and training.
- All call data is stored on redundant hard drives and backed up to tape on a daily rotation. Four weeks tapes are stored off site.
- Our site is also served by large UPSs (uninterruptible power supplies) and also backed up by a natural gas generator.
SOFTWARE
Our call handling software is highly customizable to the wide variety of applications our clients demand. Most impressive, is the software's ability to make call handling and data capture fast and efficient. When the length of a call is important, this efficiency adds directly to the bottom line. Software features include:
- Automatic data formatting. (it even knows when to capitalize a letter and saves us a key stroke!).
- Direct import of city/state/province fields by our North American zip/postal code database. (no more asking, "What city are you in? How do you spell that?", it's all automatic).
- Caller databases. If the caller has done business with you before, we know it!
- Unlimited SKUs (stock keeping units) and SKU building.
- Multi-currency capability.
- Real-time shipping, taxation, and payment calculations.
- Scripting including detailed product help screens, conditional branching, up-sells/cross-sells.
- Automatic credit card verification.
- Credit card payment processing.
- Address correction to postal standards.
- Data reporting by any method in almost any format.
VIRTUAL CALL CENTER
Extend's 3 sites are networked together serving as disaster recovery sites for each other. In addition, call loads can be shared across the 3 sites, or even to partner sites across Canada when necessary. This technology provides a highly scaleable platform capable of handling very large call volumes, and ensures no service interruptions in the event of storms, evacuations, or other natural disasters.
DISASTER / CONTINGENCY PLANNING
Extend Communications Inc. operates a 24/7 contact centre, and as such
employs staff in the building and on-call, to respond to any emergency
situation immediately. In addition, 24/7 support and maintenance contracts
are in force with all major suppliers of both software and hardware.
EQUIPMENT FAILURE
Extend has purchased and maintains spare parts and boards for all system
components which are critical to ongoing operations. System disk drives
are redundant, and also hot-swappable with on-site spares. A company
employed technician is on call 24/7.
Furthermore, all data is backed up daily, and in some cases multiple times
per day. Backups are facilitated with alternate system disk drives and
tapes, with a rotation of tapes stored off-site.
EXTERNAL SERVICES
Extend subscribes to multiple T1 circuits and internet connections, to
minimize client impact should one of these circuits go down due to
circumstances beyond Extend's control. To further reduce this type of
exposure, various connections are contracted from different providers
including Bell Canada, MTS-Allstream, Rogers, Sprint Canada.
HYDRO FAILURE
All systems operate on UPS (uninterruptible power supplies), with extended
battery capacity. In the event of a long-term power outage, a natural gas
generator automatically kicks in, and can provide power indefinitely. The
generator operates on a weekly auto-test schedule, and once monthly the
main power is disconnected to the system to facilitate an extended test
under full load. In the unlikely event of a problem with both the hydro
and the natural gas generator, a portable gasoline generator is also
on-hand. Extend was one of a handful of call centres to experience ZERO
downtime during the August 2003 blackout of Ontario and the entire Northeastern US.
EVACUATION
Extend's new state-of-the-art call handling platform offers the ability to
automatically re-route calls between Extend's 3 call centres located in
Brantford, Cambridge, and Georgetown, Ontario. Each site serves as an
immediate, and live backup centre for the others, in the event of extreme
call volumes, labour shortages, or site evacuations. Call routing and
transfers are dynamic, and totally transparent to callers.
PANDEMIC/SICKNESS
In addition to the ability to seamlessly transfer calls between its 3
locations, Extend's system supports remote, or home based agents. Agents
working from home are able to answer calls with full functionality, as if
they were on-site.
