Contact Centre
CTS’s Core Voice Network is powered by the industry leading vendors like Avaya, Cisco and HP. This leading edge technology supports intelligent skill-based call routing, interactive voice response and CTI. Voice over IP ready systems enhance the data and voice integration.

Reporting is a key facet of a successful outsourced contact centre. AT CTS, the reporting system empowers our Operations Team with accurate real-time and historical reports enabling them to efficiently utilize resources. Fully comprehensive call recording by the Voice Logger enables agent evaluation and dispute resolutions. The CTS Operations Team can access and monitor each and every call real time to assure high quality service.

Network and Security
CTS IT infrastructure is provided and designed by the leading vendors in the IT Industries with up to date hardware and networking products to support optimum performance and zero downtime.

CTS follows the ISO 17799 - 27001 standards for security of information technology to safeguard its own and its clients’ data with strict security policies and equipment like Firewall, Mail and Data Encryption software, Antivirus and Spam control. CTS technology and security systems are reviewed and audited on an on-going basis to ensure conformity with industry benchmarks and best practices.

CRM and Database
CTS has an experienced in-house software team to develop tailored CRM applications to suit every individual client’s distinct need and campaign requirement. Agents use these custom-built CRM front-ends to capture the actual campaign data, generate reports and analyse the efficiency of the campaign.

Contingency and Business Continuity
CTS has a comprehensive disaster recovery plan. The off-site disaster recovery location is equipped with the essential technical infrastructure to handle all emergencies. Mock drills are conducted regularly to evaluate the plans and enhance the capabilities of the disaster recovery site.