Nirvana Business Solutions BPO India Offshore Outsourcing BPO Technology

Technology

Nirvana BPO leverages state-of-the-art technology to drive superior offshore business process delivery and continuous performance improvements.

Our technology infrastructure offers unique business process outsourcing benefits that include:

100% capture of customer experience (voice and data)
Ability to search on various parameters / characteristics of calls and data for quick analysis and action
Secure web-based access to all authorized users and clients
Rapid visual overview of large number of contact recordings
Audit trail for sensitive information

All reporting is web enabled giving our partners the capability to have complete visibility of their operations at all times. Our comprehensive MIS reporting addresses all metrics required to measure performance. Since our technology solution utilizes a common set of business rules and reporting functions across channels and locations we are able to maximize operational efficiency and scalability across locations. We have also provided redundancies at all levels.

Nirvana BPO Technology Infrastructure Fact Sheet

Voice Network

Best in class voice infrastructure based on Cisco AVVID architecture
End-to-end IP solution enabling high resiliency in voice service delivery
Cisco IP Call Center (Cisco IPCC) solution is used for voice network
Cisco ICM software enables interaction with customers via the Internet or PSTN across an enterprise of ACDs, IVR systems, web and e-mail servers, desktop applications, and more
Distributed dialer architecture and advanced predictive dialing features built using the Melita technology provide unique advantages in enhancing service delivery for outbound processes

Nirvana Security Architecture

Secure VPN communication
Data access based on layer 3 access lists for communication across VLANs
Restricted internet access based on domain authentication
No data storage access at local machines. Centralized server based storage.
MacAfee Enterprise suite for virus prevention and cure
Veritas Backup Exec Suite with Intelligent Disaster Recovery Option for speedy recovery

Power System - 3 levels of redundancy

Primary Source: Available 1500 KVA (Facility Load 500KVA)
Generator Backup: 2*725 KVA redundant generator with fuel Storage for 24 hrs operation
UPS - Network Center: 1 X 60KVA (fed through 120KVA UPS)
UPS Overall: 2 X 120KVA (in parallel redundant mode)

Lan Network and Transport

The LAN architecture is a three tier architecture – core, distribution and access.
The core is in the Data Center, distribution and access are at each floor level.
The whole architecture is fully redundant with no single point of failure.
IPLCs to US (co-location at MCI Data Center). Carrier diversity achieved by provisioning IPLCs from different international long distance carriers and alternate routes