Contact centers are located at the junction of telecommunications and information technology. The technologies used naturally reflect this duality.
Each production site of The Acticall Group is equipped with one or more PABX and is connected to the Group's Data Center hosting a virtual ACD .Inter-site connections provide the equipment with shared assistance.
Other features used are interactive voice response (IVR), call distribution ( ACD), computer telephony integration (CTI) and statistics.
For these devices The Acticall Group chose ALCATEL and AVAYA.
Connections to different production sites are secured by a level 1 or level 2 ISP access. The sites hosting the most sensitive missions are connected to several service providers.
On its internal network, The Acticall Group chose IP Telephony for its service representatives, to reduce telecom costs while increasing the flexibility of call distribution across multiple sites.
The Acticall Group production sites are interconnected via a broadband multi-operator backbone network. This network routes voice as well as data. For network components, The Acticall Group selected Cisco and HP as suppliers.
Projects entrusted by our clients most often require the development of specific applications.
These applications must be dynamically integrated on a significant number of Acticall stations and client stations. Client-defined deadlines act as another development constraint.
The Acticall Group mainly uses JBOSS, .NET, Tomcat and Websphere environments.
For data management The Acticall Group selected the ORACLE DBMS.
The statistics team uses BUSINESS OBJECTS to produce its reports.
To ensure the highest quality of service and optimal responsiveness, part of The Acticall Group's telecommunications and network equipment is hosted by and outsourced to TelecityGroup, a specialized service provider. TelecityGroup is Europe's leading hosting provider (Ernst & Young, Virgin Radio ... etc). The Acticall Group is hosted at the Aubervilliers site.
Learn more about our partnership with TelecityGroup: watch Acticall group IS Director David Slaviero's testimony.(Video made in 2009)
The Data Center uses:
The site uses two operators, Orange and SFR Business Team.
Each of these operators ensures secure access using a local fiber optic loop, and dual feed / dual supply points.
The site also enjoys a secured power supply with several power by generators.
The Acticall Group has dedicated premises in the Data Center. Access to rooms is limited and only individuals with direct Acticall ISD authorization have access.
Infrastructure availability and security: Focus on the Acticall Group Data Center
(from ActiMag Issue n°6)
