Technology
Overview
G.M.R.S. currently has two phone rooms with a total of 219 stations all with predictive capabilities. Our phone line technology consists of both DS3's and VoIP services over dedicated fiber optic lines. In total, we have 1293 lines active and have installed line capacity to scale to 2435. We also feature an automated Integrated Voice Response system with over 608 phone lines; this capacity can conduct over 500,000 digitized calls per day.
Custom Applications
G.M.R.S. has flexible vendors and staff that take can full advantage of the interviewing software and telephony hardware. We have created custom software solutions for elaborate inbound projects as well as advanced database integration for patch and conference calling. We are continuously working closely with our vendors to create a scalable VoIP IVR system with advanced customizable features. This IVR system could, via software upgrades, scale to over 2500 lines. Our CfMC software enables us to tackle even the most difficult questionnaires and data processing jobs. There is no limit to what we will consider customizing to meet our clients' needs.
Computers and Software
Our phone rooms interview using CfMC version 8.3 with ODBC abilities. Teleproject Manager controls all predictive dialers. The network servers consist of Novell Netware, RedHat Linux Enterprise, and Windows 2000/2003 servers. Our automated offerings run on Predictive Concept's Message Runner, Predictive Concept's Unity, and Telesage's Dial Quest. Our CATI stations primarily run Microsoft Windows 98 custom configured with security features; we have found that Windows 98 still runs the best with our dialing client. Our supervisor computers primarily run XP. All staff and supervisors have Microsoft Office 2010. Our server's data files are automatically backed up daily. All administrative systems and servers are battery backed-up in case of power failure. Our web survey system has dual T1 internet connections and dedicated firewall. This system is monitored 24/7.
Dialers and Telephony
Our dialers are manufactured and assembled by Calltrol Corporation (formerly Buffalo Audiotec). Our dialers utilize Dialogic and Pika Technologies hardware, which provide capabilities such as call progress analysis, cadence detection, and off site transfer. Our dialer software package is Teleproject Manager, which offer features such as off premises transfer, branching quota control, advanced reporting features, and advanced scripting capabilities. We also have expandable call recording facilities which currently support 16 stations and is scalable. Recordings of interviews completed on these 16 stations can be web accessible within minutes of completion. All of our stations are monitored internally. Upon request, a portion of any of the stations in each of our locations can be monitored remotely from any common phone. Our monitorings are typically hosted conference monitorings where we bridge you in to our local monitoring system; this allows us to select stations actively in interviews for better use of your time. Our phone lines run both on a fiber optic DS3 connection and a synchronous fiber optic Internet connection. Our DS3 is within a block of the Central Office (enables excellent service up-time). Our DS3 connects to an Adtran MX2800 MUX with redundant controllers and power supplies. All of the Dialer and Telephony equipment is battery backed-up.
Networking and Protection
Our network is protected with both Watchguard and Astaro Firewalls. All Internet enabled systems are protected with leading Anti-Virus protection and hardware firewall appliances. Any remote connections are protected via a VPN or IPSEC connection. At our primary location we have a dual T1 Internet connection within 1 mile of the Central Office. Cisco routers connect all buildings via dedicated and monitored MPLS service. Our web survey system runs over a dedicated Astaro firewall with a fiber optic link less than a block from the Central Office. All of our locations operate with Gigabit Ethernet Switches (1000 base-T) and Fast Ethernet (100 base-T) switches. Most computers have multiple protocols enabled (IP, IPX, SPX, and Netbios) for maximum application support. All networking hardware is protected from power outages with battery backed-up power.
Buildings and Security
Buildings are protected by monitored alarm systems. Our primary location has a 60KW backup diesel generator able to provide power during long term power outages. Our primary location's server/dialer room is protected by a digital dead-bolt. Each server/dialer room has independent cooling systems providing protecting hardware and improving uptime. Our co-located dialers are protected by advanced RFID badge access and are monitored 24/7. Our primary location employs a 16 channel video surveillance system capable of being remotely monitored by staff (even from our phones).
