Technology Overview

With the global economy increasingly leveraging the immense potentials of the technology sector, an international call center must adopt cutting-edge solutions for ensuring a consistent level of service excellence. Embracing international technology standards helps enhance the performance quality of a call center and leaders in the international arena act accordingly for improving business results.

HeroITES, a leading name in call center and BPO solutions, has implemented cutting-edge technology solutions to provide world-class services to its customers and an advanced & supportive work environment for attracting & retaining the best professionals. Our BPO/call center has been built as per international standards with the latest operations and technology infrastructure. And a robust private telecom network spans our international hubs and services delivery locations to form a secured global backbone.

Technology Initiatives at HeroITES BPO/Call Center

Best-in-class technology architecture
HeroITES has a highly experienced IT team which is responsible for the design, implementation and maintenance of our technology and telephony architecture. The IT team oversees all hardware, internal software and internal systems and is also responsible for client system connectivity, internal & external networks and technology vendor relationships. All international telecom circuits are on end-to-end fiber optic cables with highly diversified routes and redundant infrastructure, providing an exceptionally high uptime. What’s more, HeroITES partners only with technology vendors of international repute for best-in-class technology architecture. We have full redundancy/back-up available for servers, routers, core switches, multiplexers, ACD and predictive dialers – resulting into highly reliable, uninterrupted services round the clock.

Multi-level integration
HeroITES accommodates requirements to customize workstations, which replicate or interface with the client’s environment. We typically utilize Pentium-based Windows workstations, yet our extensive experience with other operating system and other platforms can be implemented as per your project requirements. The BPO/call center company of international repute has undergone multiple integrations with different clients and third party systems. HeroITES has superb facilities and can ensure full integration with your proprietary software systems. In such cases, our associates work within the same environment as our client’s associates. For others, we build detailed FAQ-like response libraries to effectively resolve all queries while being able to provide a complete transaction history for optimum benefits and complete transparency.

Stringent measures for information security, BCP & DR
The international standard technology architecture at HeroITES integrates multiple solutions and tools to deliver tangible benefits to our customers. The leading BPO/call center company has achieved BS7799–2:2002 security certification, which indicates our enterprise-wide concern and preparedness for Information Security, Business Continuity Planning and Disaster Recovery. We place utmost emphasis on security, confidentiality & integrity, and provide totally secure work areas/zones. HeroITES has a state-of-the-art infrastructure with electronic access, CCTV monitoring and multiple levels of network security. Information exchange is done on a “need-to-know basis” by incorporating authorized user policies, vendor NDAs and other measures of SLA/legal compliances. What’s more, our information security team has formulated corporate Information Security Policies, Processes and Procedures across all functional departments. The BPO/call center company has effective IT governance and IT security policies as well, to manage sensitive and vital customer information. The unbeatable technology edge of HeroITES has enabled the company to achieve speedy, consistent and quality results for all its projects and undertakings.