Being able to work with an organization that has world-class Technology Infrastructure is just one of the reasons why our clients trust us to partner with them. The JIVA Technology Group provides World Class Information Systems and Information Technology (IS / IT) solutions to our Client operations with the following objectives:
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Increase Productivity |
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Ensure High Availability |
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Ensure Information Security |
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Provide Scalability |
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Ensure Affordability |
As a leading global contact center provider, JIVA brings vast resources and experience to your business and customers. Partnering to create a unique vision and strategy that supports your organization's business plan, coupled with the enabling tools to fulfill this strategy, is key to establishing superior customer service and positive long-term results. In this regards, JIVA has partnered with the Reliance Communications Group. Reliance Communications, is India's largest private sector information and communications company, with over 38 million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wire line), convergent (voice, data and video) digital network, to offer services spanning the entire infocomm value chain.
JIVA has deployed and partnered with industry's leading technology providers. We also take it one step further — we integrate the tools and drive positive results for our clients by synchronizing the people, processes and technology. We know what works and what doesn't.
Some of the common contact center technology components we deploy include:
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- Next generation dialer offered as a hosted solution
- ACD with complete call control
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- Web chat, e-mail interactions
- Case management
- Ticketing systems with auto-emailing options
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- Off-the-shelf solutions
- JIVA’s systems are branded 100% recording solutions for compliance
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- CRM off-the-shelf or custom solutions
- Targeted web scripting applications
- Integrated CRM for better call tracking
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- IVR solutions including post-call survey
- "Follow the call"—IVR to desktop
- Multi-service provider–enterprise routing
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- Voice and data solutions and support
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- JIVA Web Knowledge services
- Integration of multiple solutions
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- Implementation and support
- Consulting solutions and services
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Our Wide Area Networking |
Our Wide Area Network is a Voice-Data Frame Relay Network on Nortel Passport 7480. We use AT&T, MCI and VSNL for International and Domestic Voice-Data Services. We use Tata Teleservices, Bharati and BSNL for Local Loop services. Our circuits include both Trans-Atlantic and Trans-Pacific routes, with End-to-End fiber for redundancy.
Our networks are in a self-healing redundant ring configuration, at the Physical, Network and Application layers on the WAN. We have implemented G729.A, ensuring Toll-Quality voice, while utilizing International Leased Circuits efficiently. Voice Services are prioritized in a PORS optimization to ensure Quality of Service implementation.
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| Our Local Area Networking and Directory Services |
JIVA’s centers use a 10/100 LAN on Nortel Baystack L2 switches, with each domain segregated using port based VLANs and Cisco Catalyst L3 switches.
We have implemented Active Directory Services using Windows 2000, along with Single-Sign-On and Group Policy management. All desktop profiles are strictly controlled and centrally managed. We use VOIP on the agent side, implemented on our L3 network.
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| Infrastructure Monitoring |
Our infrastructure is monitored 24x7 from a remote Network Operations Center. Monitoring includes tracking system/SNMP alerts, security alerts and log monitoring. The on-site 24x7 infrastructure monitoring team has well defined process to escalate alerts to the relevant people in Technology, Operations and Client teams.
Proactive monitoring is a key to our High Availability and Scalable Infrastructure Management Process.
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| Other Technologies |
Some of our other capabilities include Document Management, Knowledge Management, Loan Origination Management and Remote Desktop Support.
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| Our People |
The JIVA Technology Team includes a good balance of Architects, Operational Managers and System Administrators. Shifts-in-charge manage Monitoring, Help Desk and Incident Management 24x7 on site. This team is lead by a CCIE. CCIE is the highest level of professional certification provided by Cisco. As of August 2007, there are only about 15,000 CCIE around the globe.
Most managers have at least 7 years of relevant experience in their domains. System Administration responsibilities are very clearly defined for the L2 and L3 engineers, to ensure accountability.
All the team members are managed through a good mix of Technology and Business objectives.
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| Processes |
JIVA Technology team lays significant emphasis on systematic management of infrastructure for higher performance. Various processes have been implemented successfully. Some of the critical ones include:
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Help Desk Management |
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Incident Handling and Escalation |
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Change Management |
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Preventive Maintenance |
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Performance and System Monitoring |
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Patch and Update Management |
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Anti-Virus Management, etc. |
Our firm belief is that strong process management is the most critical aspect of IS / IT Management.
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| Design |
JIVA’s Technology design allows us to provide Secure, Scalable and Flexible solutions to our clients. We have implemented redundancy at multiple-layers. Our WAN and Telecom links are sufficiently redundant and in a self-healing configuration. All routers are implemented with HSRP. All equipment is Enterprise Class with inbuilt redundancy for core modules, interfaces and power supplies. All traffic is prioritized to handle reduced capacity during failure.
We maintain an availability of 99.9% consistently.
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| Project Management |
JIVA Technology group has a detailed and a systematic Project Management process. While on-boarding new clients and/or rolling our new technology solutions we manage the entire life cycle, including Requirements Analysis, Design, Implementation and Testing, efficiently. Majority of our implementations have been completed On-Time, On-Budget and On-Scope.
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| Risk Management and Audit |
We have an independent and continuous Risk Management process. The Risk Management group ensures Information Security, Business Continuity and Compliance for all our Programs. We conduct monthly internal audits and yearly external audits to identify gaps and close them.
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