C.a.T.S. has long maintained that its voice solution offering is extremely resilient and ideally suited for the banking and telecommunication environments. Over the past 10 years this has been proven emphatically; the figures speak for themselves.
Currently C.a.T.S. is managing and supporting an IVR solution in central Africa with system uptime of more than 400 days per server. The system provides a 24 by seven service and handles in the vicinity of 1.5 million calls per month currently, supporting up to six languages.
MD Johan Grobler stated: "Obviously system resilience is one of our prime concerns, abiding by our client's business continuity processes and also disaster recovery processes. Fortunately our offering accommodates these requirements with ease."
On a newer site where C.a.T.S. is supporting a system with the capability of handling almost 1 500 simultaneous calls, the uptime is also several months and still growing. The system handles in the vicinity of a staggering 400 000 of calls per day. C.a.T.S. also conducts detailed capacity planning and forecasts which ensures the solution meets the growing demand of the organisation and their clients, hence also ensuring the respective services are available to all in the growing user base.
Grobler continues: "Due to the fact that these systems handle many facets, in terms of telephony, voice applications, various programming languages and back-end integration, support can be a daunting task. We have opted for a modularised solution where we can ensure that a service is virtually always available to users in some form or another."
It is crucial that the site requirements are met prior to installation, and that the necessary redundancy is implemented, hence ensuring the reliability of the system.
Assisting the C.a.T.S. support personal in achieving the levels of service currently enjoyed, is an in-house-developed SMS Monitor package which monitors and analyses vital statistics like connectively, call detail, disk and CPU usage etc. In the event of any anomaly, the problem can be addressed before affecting the system adversely. Hence ensuring that the maximum uptime possible.
C.a.T.S. has installed IVR systems manufactured by IBM and C3 Ltd. Applications are being developed in VXML, Java, 4Voice and State Tables. Both C.a.T.S. and its subsidiary in Tanzania ICMA Ltd, have been accepted into the IBM Value Advantage Plus initiative with our Voice Response IVR solution based on WebSphere.
Grobler concluded: "We have successfully completed several installation in Africa in the most remote areas thinkable, however, management and resilience need not be a concern, which we believe is one of C.a.T.S.'s fortes."
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