A call for critical information access
Global Vantedge, a contact center for telecom and banking
institutions needed to deploy a technology solution that would allow safe and
secure access to client and customer data. It deployed a suite of applications
based on Microsoft technologies and now enjoys better information integration
with its clients.
Global Vantedge (GV), a US-based company set up an offshore
contact center in Gurgaon, and specializes in credit and receivable management
services for leading telecom and banking institutions.
The company's key requirement was to set up a system that would allow access
to its clients' servers and external databases without compromising the integrity
of the data. This would provide GV, critical customer information, which is
essential for its specialized job functions.
It developed a range of Microsoft-based solutions to address the issues. And
the company now enjoys benefits like integration with applications across multiple
platforms, security, reliability, and cost savings.
GV's primary focus is the niche market of collections and receivables in USA.
It makes calls to the credit card defaulters, organizes delinquency collections,
and post charge-off recoveries. And it carries out functions like application
processing, credit decisioning, and dispute resolution for its clients.
"We aim to become an extension of our clients' teams in order to ensure
that they have the information and control they need without the hassles of
building and managing one," said Anil Kapilashrami.
And in that regard, Kapilashrami talks especially about the company's need to
offer quantitative analytics. This helps to leverage customer data effectively
with the help of analytic and data-management tools.
"Our critical need was to access the systems of our clients for key information
on their customers. We also had to receive and provide feeds to service bureaus,
and integrate the customer information with other repositories, said Kapilashrami.
"We required a system that could talk to the various client's database
and systems, and integrate the required data without compromising its integrity."
The company uses an integrated Collections Management System & Dialer infrastructure
to access and store vital client information. The integrated system is used
to contact a minimum of 100,000 customers per day.
The Dialer software can access a defaulter's contact details from a client database
and create its own directory. It is responsible for connecting the customer
care executive to the recommended customers for the pre-determined period. This
integrated system needed a reliable and secure database engine.
GV had to ensure accuracy of the information that it received and shared with
its bank card and telecom customers. It thus required a solution with a reliable
platform, which could analyze the existing data effectively and provide the
required information to the employees. This would help reduce downtime for processing.
E-mail is the most cost efficient and effective mean of communication for the
organization since the company's Head Office (HO) and clients are in USA. It
thus needed a communications infrastructure, which could help share mail and
The solution at the center
The company deployed a suite of applications based on Microsoft technologies
which included database management, email, and clustering. The solutions are
deployed on Windows 2000 Server, SQL Server 2000, and Exchange Server 2000 using
the Microsoft development environment.
The features of the solution are:
- Active Directory, file and print servers and terminal
service. This allows the IT administrator to manage the users, groups, printers,
- A database engine to protect all the vital client
and customer information based on SQL Server 2000.
- The solution is clustered with Windows 2000 Advanced
Server and SQL 2000 Enterprise.
- The collaboration suite is based on Exchange Server
- SQL Server 2000 using Windows 2000 and Visual Studio
as the development platform.
- Visual Studio as the primary development
platform. Applications developed so far range from integrating the remote
collection systems with Dialer to generating various reports for analyzing
day to day business processes.
How it helps
"The solution provides us a lot of data integrity," claimed Kapilashrami.
The database engine on Microsoft SQL Server 2000 allows GV to protect vital
client information and access without any modifications.
The Collection System has been implemented on a clustered environment, and thus
provides availability, good performance, and data integrity. "The company
has experienced a dramatic increase in productivity and a three fold increase
in cost saving by implementing this system."
The collaborated mail infrastructure now offers reliable service. With centralization
of all its processes, the mail server can be controlled from one location.
"The company now also needs less time to market its solutions and services,"
In future the company plans to develop new applications based on the Microsoft
.NET platform. It is in the process of deploying HR management systems and will
deploy other in-house applications in the near future.
Soutiman Das Gupta can be reached at email@example.com
Global Vantedge (GV) is a US-based company with an offshore contact center
in Gurgaon. It specializes in credit and receivable management services
for leading telecom and banking institutions.
The critical need was to access the systems of its clients for key information
on their customers. GV also had to receive and provide feeds to service
bureaus, and integrate the customer information with other repositories.
The company deployed a suite of solutions based on Microsoft
GV now enjoys benefits like a high level of data integrity, ease of use,
a reliable mail infrastructure, and less time to market.