We want to accomplish one goal with our technology — be flexible and responsive to our client’s needs.
Contact center technology should fit the business requirements and never dictate them. Because of this, Transparent BPO partners with leading industry technology solutions and continually evaluates the market to find the newest innovations.
Here are a few of the technology solutions providers we partner with or assist our clients with:
Here is what our contact center technology infrastructure looks like:
Transparent BPO maintains International Private Line (IPL) connections from our data centers in the US to our sites in Belize and Jamaica. These are fully redundant with two separate IPLs from our Jamaica site: one going to our Houston data center and the other to the Miami data center. Similarly, Belize has two IPL with one coming from the Belize, Belmopan site to Houston data center and the other IPL coming out of the Belize, Seaside site to Miami. Additionally, the Belize physical sites are connected through a gigabit redundant fiber ring. To compliment this setup making the two datacenters redundant, a 10G dedicated Fiber connects both Miami and Houston.
Our data centers and all physical locations are protected by SonicWall NSSP Gen 7 firewall systems configured in high availability. They provide protection for our network and the connections to our customers from anti-virus, intrusions, and malware.
Miami Data Center
Equinix MI1 Data Center, also known as NAP of the Americas is one of four centers owned by Equinix in the Miami area. It is their largest facility in Florida and is also the best connected making it their flagship facility in Miami. Some of the facility features are:
- Tier-IV Facility with N+1 UPS
- 2x(N+1) Cooling Redundancy
- Equipment Floors 32 Feet Above Sea Level
- 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.
Houston Data Center
Equinix HO1 Houston Data Center is in the Greater Houston area making it ideal for interconnections and easy access to businesses in the fourth-highest concentration of Fortune 500 companies in the US. Here are some of the center’s features:
- N+1 UPS and 2x(N+1) generator redundancies
- Air cooled DX CRACs with N+2 cooling redundancy.
- 9% Service SLA
- Dedicated Infrastructure services
Our data center in Houston and 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 and Jamaica boast a UPS battery backup system as well as a diesel generator with automatic cutover. Along with redundant power source, Belize gets its 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. Our Jamaica site gets its internet from two major Internet providers in the Caribbean via redundant fiber into the site.
All Transparent BPO locations are equipped with 24/7 security, access control, cameras, and network infrastructure to ensure reliability and redundancy. All workstations have Windows 10 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.
Transparent BPO follows Payment Card Industry Data Security Standard (PCI-DSS) guidelines, 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. Transparent BPO maintains certification as a Level 1 provider so you can rest assured that Transparent BPO has an extremely secure and stable network to safeguard your customers’ information.
The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. Contact centers must comply with the regulations before contacting consumers. To ensure we comply, Transparent BPO only uses dialer technology that has compliance rules built-in.
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.