Aquiline’s business focus is in delivering total
solutions for customer service call center and hotline
support. Our total solutions include the engineering and
design of computer telephony hardware and software
systems, integrating the contact centers to our
customer's existing IT and telephony environments and
business applications; we provide full solutions in
staffing and operating of contact centers that follow
the industry best practices. Aquiline’s outstanding
professionals are adept at developing Service Level
Agreement’s in accordance with industry standards to
ensure all our projects operate in accordance with best
practices.
Aquiline delivers
Inbound and Outbound
Contact Center Services; Customer Care; Data Management;
Marketing Support; Fulfillment Services
at our fully hosted, turn-key contact center solutions
to our clients from our state-of-the-art contact center
facility. Our call center / contact center / hot line
solutions include:
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Turnkey, Scalable,
Fully Secure Hot Line Facilities in Maryland and
Colorado
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Existing Technical
Infrastructure
-
Service Level
Agreement Management
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Web Based Call
Ticketing Systems
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Skill Based Call
Routing
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A Fully Implemented
Disaster Recovery Plan
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Disaster Recovery and
Continuity of Operations Plan
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Extensive Pool of
Trained Resources
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Multi-Lingual Contact
Center Representatives
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Customized Hot Line
Training Programs
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Proven processes and
procedures for efficient call center management!
Aquiline’s fully turnkey
and hosted contact center solutions are easy to
implement and deliver flexibility to our clients in
meeting comprehensive contact center solutions to
include virtual contact centers; skill based routing;
knowledge management; performance management; IVR and
web based self service; automated email responses to
inquiries; call recording; live monitoring; agent
desktop tools; and state-of-the-art management tools for
workforce projections and management. Turnkey support
includes technical and management support for hardware,
software, network support, and operations.
Our facilities are fully
secure and currently support multiple Federal Government
clients with direct connectivity to their networks and
systems.
Features of our
state-of-the-art, fully hosted contact center facility
include but are not limited to:
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17,000 Sq. Ft. Fully
Secure and Scalable Facility
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Operational 24X7X365
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Security Cameras,
Controlled Badge Access
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Armed Guard Services
(Option Available)
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Avaya Phone System
S8300
o Communications
Manager
o Call
Management System (CMS)
o Call
Copy Recording System
o Numara
FootPrints
o BMC
Service Desk Express
o HP
Service Center Ticketing System
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Verizon, PAETEC and XO
Phone Service
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Network Printers,
Copiers, Fax, Scanners
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Secure System Access
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IP Allow List to
Customer Application
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Secure Remote Access
and email Connectivity to Government Networks and
Applications
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Redundant PRIs / T-1
Lines
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MS Exchange Servers
for Email Configuration
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Restricted Access to
IT Room and Independent Cooling System
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Restricted and Secure
Individual Project Areas
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Equipped with
Ergonomic Work Space
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Fully Equipped
Conference and Training Rooms
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Uninterrupted Power
Supply
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Fulfillment Work Space
and Courier Support Available
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Free and Abundant
Parking
-
Metro Accessible
-
Break Rooms for
Personnel
Aquiline’s expertise and industry knowledge equates to:
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Reliability that our clients can count on!
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Efficiency is service!
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Flawless execution with absolutely no compromise in
quality!
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Cost savings for our customers!
Aquiline supports multiple
clients at our contact center facility and has made
investments to ensure optimum business operations. Our
facility is fully scalable to accommodate over 150
additional personnel at any given time! Our management
team is ready and equipped with latest technological
tools to serve our clients. We are Prepared for Tomorrow
and standing by to serve our current clients and help
new clients by meeting and exceeding performance goals!
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