Infrastructure Overview
Aegis' infrastructure is designed and built for maximum efficiency, flexibility, responsiveness and redundancy. Using a three-tier server architecture, the company can rapidly develop and integrate new services or changes to existing engagements. Aegis' high-bandwidth redundant ATMs integrate all of its call centers and allow a central storage location for effective security and maintenance.
The Aegis data center is located in the Irving, Texas facility for our US centers and in Bangalore, India for our India facilities. All technology requirements are present in the various Aegis locations include
- Unix and Windows production servers
- Interactive Intelligence IVR platform
- Cisco core network routers
- Cisco core network routers
- A variety of web application servers and data switches.
- Aegis operates from a centralized database environment with web application servers located at the local sites. Local sites house an Avaya switch, local Digital Recording systems (Witness or Verint) and local routers and data switches.
Private registered and dedicated data T1 facilities between the Aegis call center location and the designated client Data Center have been deployed for access and transmission of data between locations.
Integration across Silos
Aegis supports a fully integrated environment. The proprietary Aegis Dialer solution and CTI integrate with the Avaya ACD, providing the company with a blended environment for outbound, customer care, e-mail, internet chat, and/or any other media source as well as integration with other client applications because Aegis screen-pop mechanism is system-independent.
This integration also provides the ability to route calls based on incoming DNIS, ANI or caller-entered digits (CED). All these points are captured in the transaction record in the application database, allowing for detailed reporting by call outcome and any data point in the customer/prospect record.
Aegis has also developed a data mart, Decision Support System (DSS) that provides a centralized reporting source. DSS draws data from the ACD, the Dialer, the application, Witness or Verint (sales recordings) and Workforce Management. This allows for reporting across all data sources in a consolidated format.
Predictive Outbound Dialer
Integrated to the Avaya ACD is an Aegis developed proprietary dialer software platform to provide predictive and preview dial capabilities. This solution utilizes Aspect Ensemble Pro as its primary backbone. Based on the requirements of a client, the solution deployed is adequately modified to optimize service delivery for the client. The full range of predictive dial statistics are available from this platform- dials per hour, contacts per hour, Telco dispositions (answer machine, caller intercepts, etc.), abandons, etc - as well as real-time integration with application disposition data for complete performance statistics in near-real-time (updated every minute).
Client Environment Interface
Aegis has demonstrated expertise in interfacing with its clients' environments. The company has client relationships today where it direct connects into its client's application environment both via a VPN connection and via a point-to-point connection.
Interactive Voice Response (IVR)
For inbound applications, Interactive Intelligence IVRs are integrated with Aegis' Avaya ACDs, which provides enhanced routing options, self-service automated responses to FAQ and interaction with Aegis or client databases to provide base query information. The IVR is enabled with speech to text and integrated with ACD technology and application database structures.
Web Collaboration/Web Support
The eService Enterprise by eGain gives Aegis the ability to handle email, chat or web self-service. eGain has a well-designed interface that makes it easy for associates to respond to customers. It enables skills-based message routing and can integrate with other data sources.
Workforce Management System
Aegis utilizes Aspect Workforce Management, a workforce management system, as its forecasting and scheduling tool to calculate appropriate staffing levels to ensure compliance with service level expectations.
DeskTop Systems
All agent workstations at our centers utilize a Dell or Hewlett Packard desktop with minimum configuration of 128mb RAM, 20 GB hard drive, minimum processing capability of a Pentium IV processor. Aegis workstations are locked down to provide only those services required by the associate in support of the client program, including the Internet access being limited to predefined sites. Aegis also provides a thin-client solution for off-shore desk so that no data can be stored at the off-shore facility to maximize the data security.
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