We offer carrier class, cutting-edge, strong and
redundant technology, telecom technology infrastructure & state-of-the
art platforms ensuring uninterrupted service
delivery in a best secured environment.
Our world class network operation center manned
24x 7 offers 99.99% uptime and redundancy at all
levels. Our technology and telecommunications team
is staffed with senior associates with extensive
experience in applications, network management
and technology operations.
Our industry-leading performance optimization
and interaction management techniques & tools
help balance our customers’ demands against
the realities of bottom line. Our technology is
proven and extensive, offering the world’s
most reliable ACDs, most trusted dialers, most
widely used and most flexible voice self-service
applications and the most comprehensive contact
center solution. Our technology supports this unified
approach by enabling you to consolidate administration,
routing, monitoring and reporting across the globe.
Our contact center offers combination of Internet
Protocol (IP) and traditional voice expertise enable
us to deliver the best solutions for your customer
Our technical service channels are Voice (Inbound & Outbound),
Email, Chat, blended services, Transaction Processing,
Webhosting & B2B.
We offer world class ACD solutions with
integrated IVR, CTI, Voice mail, reporting, monitoring & recording
Forecasting call volumes and the agent resources
to support them
Using right tools & techniques you can be sure that you have the right
number and mix of agent skill sets available during each shift, allowing you
to optimize agent resources and ensure that agent occupancy is equitable.
Consolidating information and reporting on contact center activity
Reporting and analysis tools enable your contact center to improve service
levels by measuring and reporting contact center activity with applications
that consolidate and analyze performance data.
Delivering proactive service via automated telephone calls
You can elevate the service you deliver by using a predictive dialer to conduct
proactive customer calls, such as welcome or introductory calls.
Improving customer facing processes
Using the right quality management tools & techniques enables you to review
and report on specific customer experiences, giving you the ability to drive
improvements to people and processes.
Using world class ACD contact centers can queue and route customers to appropriately
skilled agents when customer needs or expects more than self-service applications
Improving service levels
Our automatic call distributors (ACDs) allow you to process up to 300,000 peak
inbound and outbound calls per hour, route calls according to agent skills,
simultaneously queue calls across multiple sites, and report real-time and
historical data, among other items. These ACD capabilities enable you to improve
service levels goals, lower abandon rates, and increase average speed of answer.
Delivering value add customer self service
Our various self service tools allows you to realize all the benefits of voice
self-service such as automating certain transactions, extending business hours,
and giving customers convenience and privacy. You can use this platform to
enable speech recognition or text-to-speech, to personalize a caller’s
experience, or to automate a portion of a call and then to transfer the call,
and associated data, to an agent for completion.
Connecting the right customers with the right agents
Our ACDs identify your most valued customers and give them the best possible
service by giving them the quickest access to the most qualified agent. You
can use ACDs to recognize customers’ origination information, such as
email addresses, dialed numbers, or account numbers, in order to facilitate
the most accurate and suitable contact treatment. You can also take advantage
of ACDs to provide remote agents with access to all contact center resources
available to on-site agents.
Shifting to a proactive service organization
Our outbound dialing capability allows you to automatically notify customers
about events that may impact them. By combining various types of services,
such as outbound and interactive voice response (IVR), the unified platform
helps you to create applications appropriate for proactive notifications. You
can use this product to automatically make outbound telephone calls, play personalized
messages, or transfer customers to agents for more detailed information.
We offer world class dialer & CRM solutions featuring:
Optimizing campaign and segmentation strategies through the analysis of available
information, including contact demographic data, account histories, delinquency
levels, credit and risk scores
Engaging a customer through proactive contact at the right time and via the
most appropriate channel
Managing a contact based upon segmentation or delinquency level rules
Delivering contacts to the appropriate collections agent or self-service resource
Satisfying the transaction by securing a payment or a payment promise and Optimizing
systems and processes for current and future interaction
Optimizing outbound campaign segmentation strategies by using information such
as demographic data, customer profiles, account histories, and regulatory and
contractual conformance statistics enables you to target the right people,
resulting in increased sales and maximized productivity
Identifying and engaging live prospects that have been targeted though dialing
filters and effective call classification, ensuring compliance with sales strategies
and Do Not Call legislation
Managing contacts based upon segmentation rules and offer codes, ensuring that
each prospect is properly classified prior to them being targeted for sales
Delivering prospects to the most qualified sales representative within government-mandated
Satisfying the transaction with sophisticated scripting, while ensuring that
processes are followed for validating the prospect's ability to legally complete
Optimizing systems and processes for current and future interactions
Spanco GKS follows the remote service model.
In-house capability for remote access to all
and any client data and applications.
workstations equipped with high-end standard
Network hardware includes HP Net, computer-telephony
integration and call monitoring servers, Cisco
switches, Spanconnect computer-telephony integration,
Multiplexers; Avaya automated call distributors,
Nortel Automated Call Distributors & BCM Nortel
Local area network, server and client connections
are facilitated via a full-duplex 100 MB Ethernet.
The network is monitored by software such as
MRTG and Sniffer.
Use of PRI for Multiple Voice channel.
The Network Secure By using UTM & Firewall
World class Physical security device install
for monitor asset, CCTV recording 24X7X365 days,
Fingerprint access in confidential work area.
technical support is always supported round the
clock in our operation centers.