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Call Center Systems
Built for continuity and reliability
K-Soft’s infrastructure is built from the ground up to meet the most demanding specifications for stability, flexibility, and capacity. With a who’s who of technology providers like
Avaya, HP, Cisco, Nortel, Microsoft, Stratasoft, and IBM; every aspect of our systems framework has been enhanced by the use of best-in-class technology. Our clients appreciate this attention to detail when they need rapid scalability, custom reporting, or hands-on support. Every bit of the technology we use has been designed to sustain the most meticulous requirements for business continuity and mission critical operations.
Our commitment to systems quality doesn’t stop with hardware solutions and enterprise applications. Established processes support our infrastructure investment. Executed by an operations and support staff that understands the unique operational requirements of a global service provider, K-Soft systems encompass robust technology, industry-leading best practices, and intelligent execution.
Integration
Successful engagements require alignment between our operations group and your program team. That’s why K-Soft strives to integrate our systems with yours’ as closely as possible. We define and document your campaign requirements through extensive collaboration and research. This approach avoids cookie cutter solutions to yield the appropriate solution for your campaign.
K-Soft account management personnel and in-house development teams are familiar with industry-standard information management tools. They have the expertise to analyze your technical and process environment to create seamless systems through innovative solution design and custom development.
Operations
Starting with well-documented policies and procedures managed through all facets of your campaign, K-Soft operations are conducted with attention to the last detail. Everything from daily post-shift reviews to ongoing real-time quality monitoring geared toward continuous improvement is subjected to stringent assessment and continuous improvement. Our center management team executes based on industry best practices and internal processes designed for profitability and operational efficiency. These industry veterans have years of tier-one contact center experience gleaned from facilities in the United States, Europe, and Australia.
Reporting
K-Soft offers completely customizable reporting facilities so the data we provide is entirely compatible with your systems and requirements. Our proprietary reporting tools and knowledgeable support staff adhere to proven processes to meet the most stringent timelines. K-Soft routinely delivers data in printed or electronic media in either standardized or client defined formats.
Monitoring
K-Soft’s operations staff constantly monitors your campaign to maximize efficiency and maintain quality. They ensure that performance and productivity remain at the absolute maximum. Our internal monitoring processes are constantly refined to provide improved data output and our proprietary software is continuously updated by a dedicated programming team. These measures guarantee accurate information throughout the life of your campaign.
Drawing upon years of contact center experience, K-Soft professionals proactively monitor operations to identify and address issues before they escalate. As our expertise grows, we capture best practices in a globally accessible knowledge-base. This gives K-Soft and its customers the benefit of insights drawn from our employees and campaigns from around the world.
Security
Physical security, data privacy, and absolute program confidentiality are ingrained into the K-Soft process matrix. Our center facilities are secured by proximity-card access, round-the-clock security, and absolute segregation between sensitive programs. Agents are restricted from discussing campaign specifics and client organizations may request physical isolation by floor or walled partition as desired. Data security is managed from central servers that provide external access exclusively via secure VPN and all IT personnel receive extensive background checks and hands-on management to prevent data compromise.
Geographic Diversity
K-Soft’s locations throughout the world provide redundancy for business continuity. From its network operations center in Miami, K-Soft uses a flexible, utility approach to call routing based on campaign requirements. This strategy leverages
K-Soft’s “many centers, one system” concept to offer seamless transition and scalability as business requirements dictate.
Ramping Capabilities
From our inception, K-Soft has recognized the need to provide our clients with speed-to-market. Our track record of sustained uptime and fast response means campaigns can grow and adapt as necessary. We can scale our systems to match your marketing objectives in a matter of hours instead of days or weeks.
K-Soft’s rapid program implementation of complex and multi-faceted campaigns mean we can grow with your business to deliver speed-to-market when your campaign needs it the most.
Telecommunications & Data Network
K-Soft’s global network was designed with capacity and redundancy in mind. All key network components are either physically redundant or have redundant processors and power supplies. Scalability to client requirements is assured through our Common Global Network Connectivity for both telecommunications and data. A centralized command and control facility located in our Miami, Florida Network Operations Center
(NOC) allows for close management and resource allocation as campaign requirements dictate. K-Soft maintains total data security and system efficiency using a combination of secure private networking for internal traffic and VPN for data transfer.
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