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Facilities and Infrastructure

Knoah extends our client's infrastructure to multiple facilities in a seamless fashion, leading to faster up time, better transparency and lower costs. We provide both onshore and offshore facility options to meet the dynamic needs of our clients.

Knoah's offshore agents are located in our modern and secure 1,200-seat contact center facility located in Hyderabad, India. We have invested in multiple redundancies in our India facility to ensure maximum uptime, including battery and generator backup for electricity and multiple local loop and long haul network lines for data/voice connectivity. Security is handled at the physical level with 24/7 guards and electronic key card access to call center areas and at the network level with PCI compliant systems and processes for login and data storage access.

Knoah's onshore capabilities are run from a state of the art call center facility in Las Vegas, Nevada. Located near the McCarren Airport and minutes from world-class hotels, this facility is configured to meet the needs of any size project. The facility is on the McCarren Airport power grid, insuring minimal exposure to power outages. Security into the facility is supported by keypad/biometric lock and overnight security with on-site security guards. Our call center location is half a mile from our Voice/Data center co-location facility with high bandwidth, redundant fiber connectivity and generator backup capability.

Our nearshore facility is located in Tegucigalpa, Honduras. Tegucigalpa is a modern and growing Central American capital city with good infrastructure and transportation support along with a focus on security and supportive business climate. Honduras shares a cultural affinity and time zone alignment with the U.S. They have the highest number of bilingual schools in Central America also making them the largest accent neutral, English-speaking workforce in the region.

Knoah’s Voice Infrastructure Knoah uses proven Cisco ICM VOIP technology for our voice services. This approach enables us to quickly scale up our operations for individual clients and very easily and inexpensively add and partition new clients into our infrastructure.

Knoah has designed its voice architecture with high availability and high quality in mind. We employ redundancy at the equipment level by implementing clustered servers and routers. We provide redundancy at the networking level by provisioning multiple E1 IPLC lines from multiple carriers using multiple undersea cable systems and multiple local loops to ensure that our network is always up. We provide control and access by allowing our gateways to be connected to our client's internal call distribution architecture. This provides transparency to our operation and allows our clients to maximize their utilization of our services on a minute-by-minute basis. We have also moved to a SIP trunk model for delivering calls into and out of our world-wide operations, which has a number of advantages in supporting failover and provisioning time vs. traditional PRI circuits.

Knoah’s Data Network Infrastructure Knoah's Agents are supported by a redundant data network that allows them to access information on our client's systems securely and reliably. Our redundant shared fiber networks with VPNs deliver data/application access cost effectively and securely. Our network uses shared fiber for maximum throughput with minimum cost and latency, with VPN appliances providing DES3 security. This network also allows our client's secure access into our local systems for reporting and quality assurance using our KnoahsARK toolset.

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News & Events

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Events

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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.