Home >> Service & Delivery Excellence >>Technology

Realizing the benefits of technology in ensuring quality and productivity, Sparsh has formulated a detailed IT strategy that delivers value to our clients. Our technological capabilities across channels of communication are detailed below -

Voice Connectivity
Sparsh uses Distributed Architecture to manage its incoming call traffic. With this centralized architecture, all incoming calls are collected regionally and then served to the nearest center. For this, Sparsh has deployed switch based ACD & CTI infrastructure at all regional locations. This works in the following way -

• Calls are diverted to the nearest center based on the available capacity
• IVRs are placed at regional call centers for language selection, after which the call is handed over to an ACD for skill based routing of calls to the relevant agents

Data Connectivity
Sparsh has deployed solutions to enable scanning, workflow management, terminal emulation, data collation, and reporting to ensure high quality customer relationship management.

SMS, FAX and Web Enablement
Sparsh uses the bulk SMS feature for sending alerts. The same feature is also used in IT helpdesk support. For fax enablement, EFAX solution is used. This enables us to send the softcopy to any outbound fax machine. The EFAX service can be used for inbound fax traffic as well. We are also experienced in working with email management systems.

Software Capabilities
Sparsh has a dedicated software engineering team which develops customized applications for all phases of operations. The team develops secure applications that integrate easily with our client's IT environment.