Technology

Telephony

XL World connects to multiple tier-1 carriers, either via VOIP or via regular ISDN lines, supporting more than 1.000 concurrent calls.

XL World’s internal voice network is based on VOIP, thereby allowing transparent routing of calls among sites.

XL World also supports:

Interactive Voice Response (IVR): a fully scriptable IVR platform that allows for optimal routing of inbound calls and provisioning of fully automated services
Automatic Call Distribution (ACD): calls can be routed to the optimal group of agents based on a wide range of criteria (skill, time of day, availability, workload, etc.)
Computer-Telephony Integration (CTI): the telephony system is integrated with XL World’s CRM and contact management applications. XL World integrates external applications provided by the client.
Predictive dialer: outbound calls are made automatically by a dialer, tuned to guarantee maximum productivity to the agents.
Call recording/live call monitoring: meeting strict security requirements, training and coaching of the agents, and quality control.

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ACS, a Xerox Company

ACS, a Xerox Company announces intent to acquire XL World

News

XL World named top multilingual call center in Eastern Europe

Phare 2006 - XL World Romania - Investment for performance

Network

XL World owns only centers which are connected to the Internet through multiple fiber connections. XL World also operates a Point-of-Presence (POP) inside one of the largest Western European tele-houses - MIX - whose headquarters is connected to the POP via a 34Mbps redundant fiber ring based on the SDH protocol.

XL World establishes peering agreements in the MIX with 85 carriers, thus allowing very cost-efficient and reliable connections to its clients' networks.

Total aggregate bandwidth exceeds 100 Mbps.

Security

XL World’s centers and processes are designed to guarantee the level of security needed by the most demanding organizations:

Network protected by two levels of firewalls, content filter, proxy, anti-virus
Access tracking system with proximity badges
CCTV
Secured areas.

Application Support

All company applications are web-based in order to allow work for multiple sites and live monitoring of results independently from the location.

XL World’s clients receive information in real time.

XL World supports these applications:

CRM system
Trouble ticketing system
Contact manager
Survey manager
E-mail marketing

XL World also supports client-specific applications, when needed.

Total aggregate bandwidth exceeds 100 Mbps.

Availability

XL World can guarantee very high availability thanks to a fully redundant infrastructure. All its centers are connected with multiple fiber connections configured with automatic failover in case of fault. XL World uses redundant servers to ensure maximum uptime. Power supply is backed up via UPS and diesel generators. XL World infrastructure is fully web/VOIP based and supports transparent routing among centers, allowing for immediate disaster recovery even in case of natural events.

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