It almost feels like a decade when Business Process Outsourcing companies found their anchorage in India. The easy availability of cheap labor attracted the first batch of call centers, BPOs and offshore IT offices. Other outsourcing ventures like Knowledge Process Outsourcing, Legal Process Outsourcing and management consulting companies started to come to India eventually. Today the outsourcing market of India is large and thriving. Currently, the incoming traffic of BPOs to India is majorly due to the cost effective quality services and availability of top-end IT infrastructure. Let’s find out about few IT Infrastructure requirements essential to setting up of a BPO.
Data Center/Networking and Technological Infrastructure
Data Centers is the primary requisite to smooth flow of any organizations. Server rooms with separate backup generator and cooling facility is a major requirement in business process outsourcing companies. The uninterrupted power supply ensures seamless networking operations via these high-end servers. HP, IBM and DELL are harbingers in providing server technology and major outsourcing companies in Gurgaon, India subscribe to their services.
Telecommunication Equipment and Services
A sturdy and robust means of communication structure is a major requirement of any outsourcing company. The major work is done via telephones where agents are required to either make or receive calls. Automated Call Distributors or Dialers are major telecommunication technology needed in BPOs. Aspect Dialers, Drishti Dialers and Dialer from C-Zentrix are major ACDs used in call centers. The dialers help in easy flow of call processes, integrated with IVR and helping to record conversations.
General Communication Technology
High speed internet connectivity is a must have for any organization not just outsourcing companies. A good internet connection with little or no lag time saves time and money. Apart from helping to look for useful information, many useful in-house applications and software work on internet connectivity. Modems and Routers to support the internet setup is another added but necessary requirement. LAN/WAN cables, firewalls by SONIC, CISCO, and McAfee are widely used in BPOs based in India. Apart from all this chat support, email support and conferencing (both audio and video) is a major requirement in call centers.
Other Technological Requirements
Apart from high-end serves and automated backup services integrated with servers there is much need of an uninterrupted power supply for seamless operation. Powerful backup and dedicated generators are installed for this purpose to save any process or business center of unwarranted loss in revenue. Availability of 24X7 technical staff is another major draw of business process outsourcing companies. The IT infrastructure requires continuous updates and maintenance and a dedicated IT staff helps counter any IT related issue. High-end network printers, fax machines, monitored CCTV and many other little technologies add up to seal the IT infrastructure required in BPOs.
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