The technological environment of Synergie-Contact contact center distinguishes itself by three main characteristics: its client-server approach, the features of its call distributor (ACD) and the reliability of its infrastructure.

Client-Server
Starting with the principle that Synergie-Contact must be able to offer customer service, technical support and sales support services that can be accessed from anywhere in the world, 24 hours a day and whatever the channel of communication, the selection of a future-based client-server approach was required.

More flexible, equipped with an open architecture, perfectly adapted to media convergence and the synchronisation of relationship databases, the technological environment rests on the proven reliability of Hewlett Packard. The use of redundant layer 3 switches enables Synergie-Contact to create VLAN, to ensure high availability and increased evolutivity.

Advanced ACD
Given that the old PBX, which, either alone or with the help of a server dispatched telephone calls, no longer corresponds to the market reality of media and data convergence, Synergie-Contact placed an advanced Automatic Call Distributor (ACD) at the heart of its operations based primarily upon:

• versatility
• scalability
• component integration
• the strategic positioning of the supplier
  

With this ACD, an Synergie-Contact Customer Support Representative is able to receive or initiate communication either by telephone, Internet, fax or even video. In addition to being able to handle all of the new means of communications, the ACD used by Synergie-Contact offers a broad range of functions: for example, it appropriately distributes calls to Customer Support Representatives on the basis of skill, priority level (waiting time, type of contact or business rules), distinctive features - preferences - as well as whatever criteria expressly required for the management of a specific client call.

Finally, the ACD makes it possible to network many contact centers or locations of operation with the same level of intelligence in processing contacts, compiling statistical information and producing management reports (regular or special request).

Infrastructure
The Synergie-Contact infrastructure was set up according to industry rules to guarantee both a greater availability of services and the optimal security of information and equipment. This reliability is assured first and foremost by the careful selection of such reputed suppliers and partners.

With respect to availability, everything has been set up to prevent any break in service, even in the event of a general power failure. All of the major systems and communication relays work on completely independent battery and generator back-up. All of the key components are redundant (servers, access lines, etc.) and the design of the server rooms - with floating floors and a controlled environment - complies with the very highest standards.

Synergie-Contact can, if necessary, quickly benefit from a temporary or permanent increase in the number of communication lines and data transmission volume.

Special attention has also been given to the security of the premises and information. The offices and all nerve-center systems are secured by biometric analysis (handprints) to ensure an infallible identification of individuals and full control over activities. A camera system as well as extremely strident security policies and procedures are also part of the infrastructure established to guarantee Synergie-Contact clients total security of their strategic data.

Finally, this infrastructure has been complemented by a series of tools to facilitate management and optimize operations like intelligent call recording systems, resource planning systems, administration display units and customer relation management tools. In each case, Synergie-Contact has directly integrated these into its client-server environment and its advanced ACD in order to extract strategic information for the direct benefit of clients.