IBM Netvista M 42 desktops for all associates, PIV, 1.8 GHz, 512K L2 Cache, 256 MB DDR SDRAM, 40GB HDD – 7200 RPM, 17” Colour Monitor, 1000 Mbps Ethernet.

Plantronics H101N with DA-50 USB Adaptors headsets for all agents, Supra binaural noise cancellation type with USB adaptor for Voice.

Windows-2000 Professional.

Config-Safe for Quick restore and minimal downtime.

All desktops virus protected by Norton Antivirus Enterprise Edition 8.5. Exchange 2000 for workflow integration.

All the training room are fitted with Team Board and Projector with Bose Speech Recording Systems.

The Video Conferencing is done through Polycom FX Pro ISDN & IP Integrated also multicast over lan and web casted using Polycom Web Office Software.

All the production floors are acoustical designed with all the windows sealed and ceiling with Armstrong & under Ceiling Bose Speech Privacy System.

This Call Centre Suite has won the “Best Contact Centre Management System" at International Call Centre Management (ICCM) Conference and Expo 2004.

The features of the software can be listed as follows:

Automatic Call Distribution (ACD) – Routing based on Dialed Number (DNIS), agent skills, customer profile, service levels or user-defined business rules. It also takes care of Overflow Routing, Abandoned Call Recuperation and multi-site routing.

Automatic Outbound Dialing (AOD) – Predictive Dialing with positive voice detection and positive answer machine detection for accurate call progress analysis, power dialing based on a line-to-agent ratio, preview dialing to view the numbers before actual dialing happens and manual dialing also.

Interactive Voice Response (IVR) – GUI based Call Flow design functionality combined with a script generator, unleash a powerful IVR set-up.

Web-Interaction – Real-time text messaging (Web Chat), Synchronized Agent / Client Browsing (Web Collaboration) and Client requested Web Call-Back are the features of this module.

Automatic E-mail Distribution (AMD) – Natural Language Processing and Knowledge Base provide intelligent automatic responses to customers as replies or to agents as suggestions, also supports outbound e-mail campaigns.

Fax management to facilitate the handling of large volumes of inbound as well as outbound faxes.

Voicemail – In lieu of an uncommon waiting on a long call queue, this application allows customers to leave a recorded message, also can be combined as personal mail-boxes for agents and supervisors.

The above assure, Improved Customer Satisfaction, Rapid Service Creation, Unified Management and Application, Multimedia Blending, skill-based routing and Unmatched Scalability and Reliability.

5. Softwares

1. Cute FTP for File Transfer
2. MSOffice XP

GAIA succeeds in reducing costs and improving efficiency while increasing profits of US companies like MCI WorldCom, Safe net, Sprint, Atlantic Mortgage, etc.

We have acquired substantial experience in telesales campaigns including the following:

1. Inbound Lead Generation For a Mortgage Company (4 months): 25 seats Consumers interested in refinance, cash-out or debt consolidation would call in on the toll free number. The agents would fill out a 1003 application and forward to the loan officer for loan approval.

2. Online Yellow Pages Listing (B2B) (18 months): 120 seats

3. MCI & AT&T Long Distance (Six Months): 50 seats

4. MCI & AT&T Long Distance Back Office (2 Months): 6 seats

Other outbound campaigns include:

1. Online Directory Listing (B2B): 20 seats
2. Up sale –For a leading Channel ( B2C): 20 seats(Two Shifts)
3. Mortgages (B2C): 80 seats
4. Collections (B2C & B2B)

We also provide BtoC Collections and Mortgage loan processing services. Our past campaigns include telesales of a Security systems provider, Website development sales, BtoB Electricity sales, Long Distance telecommunications services and Credit Card offerings.

We have developed lasting client relationships dialing over 400,000 hours with 120 seats over a period of 18 months for the ISP campaign mentioned above. This relationship has expanded to allow us to provide the inbound customer care service over the last 3 months showing that we have expertise in all processes involved whilst handling the online yellow pages project. Processes such as quality, training, scheduling breaks and shift management required for a yellow pages program have already been stream-lined. We have succeeded in producing over 250,000 sales and retentions for this campaign.