Inter-Active Technologies, a specialist call centre and communications operation, has implemented a storage and archive solution that will enable it's ACTIVcontact contact centre to meet the needs of its multinational clients who must adhere to Sarbanes-Oxley legislation in terms of record keeping.
The solution from distributor Drive Control Corporation (DCC) and technology partner Compute Corporate Technology Solutions (Compute) boosts the call centre's compliance capabilities.
Inter-Active Technologies offers call centre consulting, call centre software and technologies, maximisation services, call centre outsourcing and hosted application service models as well as business process management architectures.
Says Brendan van Staaden, CEO of Inter-Active Technologies: "We have multinational clients that have their own call centre environments, but use our state-of-the-art ACTIVcontact centre for overflow and DR call centre functionality when they are unable to cope with their own volumes. A key requirement for many of these clients is adherence to Sarbanes-Oxley legislation, with regard to record keeping, security and good corporate governance."
Inter-Active previously outsourced its record keeping and storage requirements. However, it felt this placed it in a vulnerable position. Says Van Staaden: "Inter-Active was established in 2004 and we felt we had grown substantially enough to justify developing our own in-house solution. This would also give us control of our infrastructure and clients' regulatory requirements. We thus approached our technology partner Compute, with whom we have a longstanding relationship, to attend to our requirements.
Says Laszlo Bikkes of Compute: "Inter-Active wanted a storage and archive solution that would allow it to keep a record of all telephonic transactions, so ensuring compliance. After thoroughly assessing their needs, we recommended DCC's ArenaRAID and Overland Storage's ARCvault archiving solution."
Says Dineo Mosupye, storage division manager at DCC: "The trend in small and large organisations is toward a comprehensive data protection strategy that includes both disk and tape. This solution lets Inter-Active protect their data with a tiered storage approach. In addition, both the ArenaRAID and ARCvault solutions are easily upgradeable, allowing the company to scale up as it grows." The solution took two weeks to implement. It currently caters for 4TB of online storage to hold significant volumes of online recordings for customer access.
Says Bikkes: "The tiered solution allows for initial storage of voice transactions for a one-year period on the disk solution (which also enables fast retrieval), where after the data will be archived on the ARCvault tape solution for the required five years."
Implemented in September 2006, this solution is being scaled up to serve the expansion of the ACTIVcontact call centres. Explains Van Staaden: "Inter-Active currently has just over 100 call centre seats. Our Inter-Active Campus offers additional expansion to the extent of 300 plus seats, along with a 20-seat training centre, which is currently being rolled out."
This move will also involve the implementation of knowledge management software, eGain, which will empower Inter-Active's agents to deliver knowledge-based communications on behalf of clients. As an authorised channel partner for eGain, a leading provider of knowledge and e-mail response management solutions worldwide, Inter-Active Technologies will use the ACTIVcontact call centre as a prime reference site for this leading edge software solution.
Says Bikkes: "The storage solution is being increased to 8TB and, after we have completed a three-month trial, we expect to push this to 20TB."
Van Staaden adds: "The storage solution ROI, while difficult to quantify, is without doubt a crucial enabler in an intricate customer-facing environment. Accuracy is paramount and failure to deliver will result in significant loss of revenue. Our selection of this solution has allowed us to enjoy the retention of our customers by meeting their stringent needs."
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