Infrastructure and Technology

Infrastructure and Technology

The latest technology

Our main operation center is located in Santiago de los Caballeros, Dominican Republic and is distributed amongst two entire floors of 300m² each, with a total of 150 seats available.

The second center is located in the heart of downtown Montevideo, Uruguay with 350m² and 80 seats available.

Our latest call center operation supporting Portuguese speakers is located in Asuncion, Paraguay with 200m² and 50 seats available.

All our operation centers are designed to work 24 hours a day, 365 days a year, under the most demanding conditions with a guaranteed up-time of 99.999%

We rely on the latest technology available, full IP, information devices and the necessary energy sources to ensure the success of all our operations and the full integration with databases and communication systems.

Our telephone system is a fully based VOIP platform, combining an IP PBX and an open source customized contact center software improved “in house”. It includes ACD, IVR, CTI, predictive dialers, multimedia recorders and administrative tools. All these results in a high capacity and availability platform, supporting contacts through different channels such as telephone, e-mail, voice mail, live web chat, web video and web voice.

The agent’s workspace (cubicle) includes everything necessary to be able to perform accordingly.

The supervisors and quality control managers rely on contact center tools that provide real time access to call monitoring and computer applications enabling them to pull “real-time” and/or historical reports.

Telecom Networks has 4 training centers where the agents are educated in phone etiquette, communication skills, and all necessary knowledge for the product or service.

Additional advantages
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IBM and DELL servers

with redundant server configuration

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Secured Access to Contact Center

using biometrics or individual magnetic tags

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CCTV Surveillance

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Operation capacity

250 available workstations

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Cisco Routers and Switches

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Customer web portal

with remote access to call logs, reports and recordings

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Three service shifts

Monday through Sunday

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Restricted Access Datacenter

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Power generators and UPS