Technology Differentiators

Leveraging the BPO advantage is an established management practice for companies across the globe. You need to choose an industry leader though, with an in-depth understanding of your markets, customers and technologies. HeroITES, BPO arm of the internationally reputed Hero Group, brings significant value to your business through a wide range of services – ranging from voice support and customer relationship management to high-end finance and accounting (F&A) functions. Our cutting-edge technology differentiators will help you gain in competitive advantage against a backdrop of technological and commercial transformation, while we work together towards the vision of being partners in growth.

Key Differentiators

IT & Telecommunication
Our facility is fully equipped with Nuera Multiplexers, Avaya G3R PBX, IBM and Dell Servers, Cisco Routers & Switches and Voice & Data circuits. The state-of-the-art BPO/call center infrastructure near Delhi, India, has a completely redundant environment with dual power supplies, multiple communication links for all network interfaces with onsite support, 24x7 remote monitoring and troubleshooting facilities for all critical equipment.

Our network comprises of MPLS links to our offshore hubs. Efficient use of bandwidth is achieved by using compression codecs on the multiplexers while maintaining uncompromising voice quality. The WAN links connecting overseas hubs to the call center in India are over multi-routed/multi-bearer/terrestrial/submarine optical fibre circuits. The Telecom Carrier maintains complete redundancy on diverse routes for ensuring 100% PIP to PIP uptime.

The WAN links that connect the call center in India are monitored from the service provider's Network Operations Center (NOC) and also from our Gurgaon facility. Faults are escalated to the service providers for resolution within the contracted time limits. All these circuits have in-built redundancy (self healing, STM rings and SONET loops).

Multiplexers connect to the WAN links via routers and connect to the local LAN through switches for data, and the Avaya passes through PBX/Channel Banks for voice. Associates log on to the PBX at the Remote Site through the pass through PBX/Channel Banks at the call center. We access client applications, mainframes and databases using remote enabling applications such as Java Initiator, Terminal Emulation and Citrix Metaframe.

All critical equipment such as Multiplexer, ACD, Routers, Switches and Firewall have built-in redundancies to ensure maximum availability. The key telecom equipment such as Multiplexer and the Digital Switch has bus level redundant architecture and hot swappable cards. Hot redundancy is maintained on all controller cards.

HeroITES has Points-of-Presence (POP) at Gurgaon, Haryana (India), and a co-location facility in Portland, Oregon (USA). We are also in the process of establishing PoPs in the UK, USA and Australia. Currently, the HeroITES infrastructure is both Outbound and Inbound ready. HeroITES has multiple internet links which are provisioned from different ISPs for better redundancy.

Servers & Desktops
HeroITES has high-end IBM and Dell Servers with failover capability for each critical component. The base specifications are dual power supplies, fault tolerant Disk Array built around hardware RAID Technology. Critical servers are identified and have pre-configured hot standbys. These servers are supported by 24x7 service contracts with reputed service providers. HeroITES has desktops from IBM, Dell and Wipro supported by FMS team onsite and spares support and technical support from authorized service providers.

Customer Relationship Management (CRM) Capabilities
HeroITES has deployed CRM solutions from renowned service providers, and also develops software solutions in-house to adapt and cater to the diverse and changing needs of customers. These CRM solutions have been integrated on CTI with the Avaya Definity Switch and the voice recording system. Our CRM capabilities include:

• Intelligent routing of interactions through user-defined rules
• Voice support with advanced CTI capabilities
• Knowledge base (canned responses and rapid responses)
• Escalations and reviews
• Productivity tools that enable quick, consistent and effective replies
• Collaborative browsing
• Email, Web chat and blending

Helpdesk Support Infrastructure
Our 24x7 IT helpdesk support team provides onsite support to operations with near-instant response times and minimal resolution times. The team is further strengthened with server specialists for expert troubleshooting to critical server issues. Key features of the Helpdesk Support Infrastructure include:

• 24x7 in-house helpdesk with an experienced support team and established escalation process
• Proactive remote monitoring of all equipment by Team Heads and equipment failure notification via e-mail and SMS
• Constant reviews and skill set benchmarking of external technology resources
• Backend support through 24x7 support on servers and desktops from IBM/ Dell
• Adequate inventory of spares maintained in-house

High Security Infrastructure & Processes
HeroITES has designed a highly secure network by deploying Cisco Firewall, Proxy Server and Intrusion Detection System. We have well-defined security policies which are reviewed regularly for effectiveness. Customer-centric policies are implemented within the network by segregating traffic in VLANs for security and traffic optimization.

Data Accessibility
The data center (Server and Communications Infrastructure Room) has restricted access to approved personnel only. All access in and out of the data facility room is logged. Dedicated racks are used for housing servers, routers, switches and firewall products.

Firewall Security
HeroITES uses Cisco PIX firewall as the primary firewall with failover capabilities. The PIX firewall provides high availability, an extremely scalable solution that supports 5,00,000 simultaneous connections and a 35 MBPS 3DES throughput. Key features include:

• Dual PIX in high availability mode
• Dual Packet Filtering Firewall in high availability mode with VPN support
• The stage one is Cisco PIX (with high availability option) with redundant physical boxes