Spice opens new centers in B'lore

BANGALORE: Spice Telecom, a cellular service provider, has announced the opening of its advanced "Technology Center" and "Customer Care Center" at its second facility in Bangalore.

According to the company release, in the technology center, Spice has installed a Mobile Switching Center (MSC) with an initial capacity of 1,00,000 and expandable up to 5,00,000. This takes the total potential capacity of Spice to 10,00,000 subscribers including both MSCs. The Operation & Maintenance Center for both MSCs and the radio network throughout Karnataka is situated in this complex. The facility has a capacity to deliver 30,00,000 messages per day with an expansion provision to deliver an additional 20,00,000 SMS messages per day.

The Auto Call Distribution System for customer care has special features like priority call handling for VIPs, International and national in roamers. As part of the billing system, a new data center is under installation for housing all major servers.

The new customer care facility is a 60-seater call center capable of handling about 15,000 calls per day with an average call answer time of 17.3 seconds. The 24X7 facility is equipped with the latest technology to offer the best service to customers. The latest Auto Call Distribution System with special services has been customized to be priority-based and situation dependent. Also, the new Customer Care center is equipped to extending end-to-end solutions including online problem resolution for roaming customers.

All incoming calls are processed and routed as per the priority routing concept to the call center. The on-line quality monitoring process at the facility also helps to monitor performance of each executive and is further used for very specific training purposes.

(CyberMedia News Service)