NTS' new facility is a state-of-the-art Customer Contact Center supported by Digital PBX, Flexible ACD, Self-modifying IVRU, Multi-slot Voice Mail, Complete FAX Services (including On-Demand and Broadcast), Internet Integration, and Total Interaction Processing. We are serviced by the Main Central Office in Lynchburg with a 5ESS switch that also serves as a node to the East-Coast facilities in Richmond. We have a Fiber-Optic Lightspan and Copper backup serving the building and the various phone companies have placed MUX and other Telephony equipment serving the neighborhood on the corner of our property. Bell Atlantic is our LEC for Intra-LATA traffic and AT&T serves as our PIC for our Inter-LATA traffic. We utilize T1, ISDN, and Centrex Services in a unique blend that keeps us on the cutting edge of technologies and innovations without being on the "Bleeding Edge".
Our equipment room is wired at nearly every point in the connection chain with Category 5 patch bay panels to allow us total flexibility in the configuration of the lines, stations, and features of our telephone and network systems services. And speaking of Network Services, we have developed a system of servers and workstations that, quite frankly, can put some bigger (more expensive) mainframe systems to shame.
We utilize a unique blend of Client-Server systems, Smart Workstations, Multi-Tiered Business Object Modeling and Distributed Processing. We have ten (10) Main Servers dedicated to various parts of Telephony Services and Database Management and each of those systems is clustered with an identical partner server to provide on-line, real-time fall-over in the event of a server failure. The clustered server picks up where the other server left off without missing a beat. Each mirrored, RAID-5 storage system is fully backed up each day to Digital Tapes and taken off-site to a secure facility. This redundancy provides a safe-haven for our data, and yours. There are numerous SubSystem Servers that provide task-offloading from the main servers. These SubSystems include Credit Card Processing, BBS servers, Batch Job Processing, ZIP+4/Address Parse and Correction, Geo-Location and Geo-Coding, Magnetic Tape I/O, 24X7 Internet Access, Firewall Security, Electronic Scanning, Environmental and Access Control Systems, and others.
Each system is Noise/Surge Filtered and covered by a UPS/Battery Backup to provide electrical power while both of our 100,000 kilowatt Generators come up to speed and are brought on-line. Various hubs, routers, and network switching devices are used to segment traffic and minimize chatter of all the computers on our Intranet.
Call routing is handled by assigning each Agent skill groups based on their level of expertise. The call is analyzed as it hits the system and after determining which Agent or group of Agents is best suited to handle the call, it then offers the call to them. As the call is offered, the system sends DNIS digits and ANI/CLID (if available from the caller's area), caller-entered digits, as well as other call attributes defined for that project to the proprietary Call-Center Application we developed called "Millennia" and then pops screens appropriate for the project. The Agent then answers the call and proceeds through the script. IP Voice calls and full Internet Connectivity allows on-line Internet users access to the same services as regular telephone callers.
On the outbound side, the system processes the file of names to be called and proceeds through a similar process of determining the appropriate agent to have make the call. When that match has been found, the name pops on the screen and control is given to the Agent to dial the call. We use this approach in lieu of "predictive dialing" because it is not as intrusive. Our approach gives our people time to look at the name and practice pronouncing it and review any notes about the person before they have answered.
If an inbound call needs IVRU Services, it proceeds through call handlers that can have callers hear messages, play music on hold, convert text-to-speech, branch the call based on caller input from their phone, accept input from caller's voice or touchpad entry and look up information, transfer calls, offer to Agents, send to voice-mail, etc.- all based on project needs.
We use Microsoft BackOffice Suite for our applications and database management. This platform is built on Windows NT and consists of:
We use Visual Studio as our primary development environment and write supporting controls and functions in Visual FoxPro, Visual Basic, Visual C++, Visual InterDev, Visual J++, and other languages and tools in the Visual Studio Development Library. Most data is stored in SQL Server, but using ADO we can tap into most data storage files. This hybrid approach gives us the best performance for access and manipulation of the data.
We are committed to maintaining the technological edge that helps us maintain our flexibility to meet your needs and provide you with innovative ways to keep contact with your customers. Future innovations like Video calls, web chat sessions, client-specific web pages (only you can access) for reports and file transfers, and Internet Camera shots of our operations centers are just a few of the things planned for the future. Our IT staff stays current in the latest technological trends and we maintain developer status with a variety of major organizations.
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