We want to accomplish one goal with our technology — be flexible and responsive to our client’s needs.
A range of technology solutions support the contact center market today, but it is an ever-changing space. Our philosophy that technology should fit the business requirements and never dictate them. Because of this, Transparent BPO partners with some of the leading industry technology solutions and continually evaluates the market to find the newest innovations.
Here are a few of the technology solution providers we partner with:
Here is what our contact center technology infrastructure looks like:
In early 2016, Transparent BPO underwent a major network overhaul. The goal was to make our network rock-solid with full redundancy to achieve five-nines reliability.
Today, Transparent BPO maintains International Private Line (IPL) connections from our data center in Miami to each of our Belize City, Belize call center locations. Additionally, both local sites are connected through a gigabit LAN extender to create a fiber ring. Transparent BPO takes network security seriously.
Our Internet demarcation point is guarded by Sonicwall NSA-series firewalls in a high-availability configuration, protecting our network and the connections to our customers from anti-virus, intrusions, and malware. Connections to suppliers and customers are typically configured as Virtual Private Networks with strong encryption enabled.
Miami Data Center
Terremark NAP of the Americas is Equinix’s flagship facility in Miami that provides secure, reliable backbone access to 160 global carriers. Some of the facility features are:
Tier-IV Facility with N+2 Power and Cooling Infrastructure
- Equipment Floors 32 Feet Above Sea Level
- Hurricane Endurance: Category 5 hurricane resistance with approximately 19 million pounds of concrete roof ballast
- 100% AC power SLA
- Uninterrupted power provided by 12 HiTEC Continuous Power Systems providing 10x better transfer rate than typical battery-based UPS
Our data center in Miami uses dual redundant electric utility power feeds as well as an auto-cutover diesel generator that ensures complete power redundancy. In addition to the power redundancy, the facility provides redundant fiber connectivity directly to multiple Tier-1 carriers with 24x7x365 infrastructure monitoring.
Our operations facilities in Belize boast an APC UPS battery backup system as well as a diesel generator with automatic cutover. Belize gets it internet connectivity through ARCOS-1, which is a fiber ring that circles the Caribbean. The ring itself is redundant so if a portion goes down, traffic is routed in the other direction.
Both Transparent BPO locations are equipped with 24/7 security, access control, cameras, and best-in-class network infrastructure to ensure reliability and redundancy. All workstations have Dell PCs with Windows 7 or above with dual monitors for maximum effectiveness.
Transparent BPO was awarded an extremely favorable opinion on its compliance with the SOC 2 controls following a comprehensive analysis and audit by a certified CPA firm. Transparent BPO’s SOC 2 audit is renewed annually by undergoing independent third-party reviews to continually test the controls the organization has in place.
In the contact center space, we often deal with protected health information (PHI). To deploy best practices and education around safeguarding this information on behalf of our clients and their customers, Transparent BPO is a HIPAA Compliant contact center. All new hire employees receive HIPAA training and certification in their initial onboarding as well as an annual review and recertification.
In 2017, Transparent BPO took the final steps to become independently certified as a PCI compliant organization. Payment Card Industry Data Security Standard (PCI-DSS), which focuses on building and maintaining a secure network to accept, store, process, and transmit card payments, is critical to any operation and its clients. With the PCI certification, you can rest assured that Transparent BPO has an extremely secure and stable network to safeguard your customers’ information.
Measuring for success is an important aspect of our approach. From the technology solutions with which we integrate to our operational processes, we ensure that our team and yours have access to the information needed to drive the business forward.
In addition to real-time dashboard reporting, our contact center platforms have a range of comprehensive daily reporting that tracks relevant KPIs for your program.
- Agent Level
- Team Level
- Account Level
- Service Level
- Time of Day Reporting
- Quality Assurance Reporting
At Transparent BPO, we believe in full transparency. We provide login access directly to the contact center platform, so all reporting, data, and recordings are easily accessible in real- time, on demand, by our clients.
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