Our IT Infrastructure Secure. Reliable. Always On.
PCI DSS Level 1, HIPAA, SOC, and ISO 27001 certified and compliant infrastructure built to support mission-critical contact center operations—24/7, 365 days a year. At Global Empire Corporation, delivering world-class support means investing in advanced, resilient, and future-ready technology systems.
Our infrastructure is powered by geographically redundant data centers, real-time monitoring, and intelligent failover systems to ensure uninterrupted service delivery. With enterprise-grade network security, encrypted communications, and strict access controls, we safeguard every interaction and every piece of data.
We leverage cloud-based platforms, scalable architecture, and high-performance connectivity to support rapid growth, seasonal demand spikes, and global operations—without compromising speed or reliability.
- 99.9% Availability
- Zero Unplanned Downtime
- Over 4 Million Hours of Uptime
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Technology changes – and so do WE!
Our system has all the intelligent call management and routing capabilities of a traditional Intelligent Call Management (ICM) solution, but also utilizes a centralized switch. Our technology architecture is based on the latest IP telephony protocols. Predictive dialers and the inbound ACD are centralized and accessible through an international data network provided by leading telecommunications carriers. This network uses multi-protocol label switching (MPLS) to secure our data streams from other customers while providing superior performance and availability.
Your customers need to contact you and have the best customer experience (CX) with your brand. Global Empire Corporation ensures that your business is managing your CX with the best tools, best technology, best people, and the best security and privacy in the industry.
Value Creation For Our Clients
Technology That Protects Your Business
Our IT infrastructure enables you to:
- Maintain uninterrupted customer operations
- Protect sensitive customer and business data
- Scale services without technology constraints
- Meet regulatory and audit requirements with confidence
Global Empire Corporation is committed to ensuring that all our clients, their customers, and our employees’ data is safe. We believe privacy and data security are paramount to our business, and have implemented the most stringent security programs based on the recommended standards. Our security protocols are reviewed on a regular basis as part of our best practices to ensure that we are within compliance.
Get to Know Our Technology Features:
Premier communications network connections and servers with multi-media gateways, and full redundancy.
- Carrier-grade infrastructure with 99.99% availability, virtually 0% downtime, and over four million hours of uptime
- Multi-protocol label switching (MPLS) telecommunications network to secure data streams
- Telecommunications network includes carrier-grade routers, switches, and monitoring tools to manage and optimize network performance
- Centralized ACD platform which integrates all contact centers via VoIP stations
- Full Omni-Channel access, allowing any agent to connect to any service (inbound, outbound, email, chat, etc.) and can transfer or queue calls to any other available agents.
- CRM and knowledgebase systems to facilitate personalized customer service and efficient service processes to meet and exceed customer service expectations.
- Seamless blending of both multi-channel support solutions (e.g. integrating inbound/outbound/email/chat) and multi-location (onshore/nearshore/offshore).
- Combination of DNIS, CTI, or call prompting to route calls to the appropriate agent or queue
- Integrate an IVR, whether it is yours or ours, to provide user self-services, call routing, call prompting, or post-call resolution surveys.
- With Call Prompting and Vectoring enabled, the system collects caller entered digits (CED) and a connected customer database provided digits (CDPD) that are supplied by the network. All information is available for intelligent routing capabilities.
Infrastructure Built for Mission-Critical Operations
Global Empire Corporation’s IT infrastructure is purpose-built for high-volume, always-on contact center environments where security, uptime, and performance are non-negotiable.
Our architecture supports reliability at scale—today and as your business grows.
Talk to a Specialist
What to Ask About a Contact Center's IT Infrastructure
Infrastructure claims are easy to make and hard to compare, so it helps to ask about behaviour rather than specification. The first question is what happens when something fails. Every component will eventually fail — a carrier, a data center, a site's power, an agent's home connection — and the quality of a platform is in how little the customer notices. Ask where calls go if the primary site is unavailable, how quickly that switch happens, whether it is automatic, and when it was last tested with live traffic rather than on paper. A continuity plan that has never been exercised is a document, not a capability.
The second question is about data: what is collected, where it is stored, who can reach it and for how long it is kept. Call recordings and screen captures are the largest and most sensitive data set most contact centers hold, and they are often governed less carefully than the CRM they sit beside. Payment card details need particular handling so that card numbers are not captured in recordings at all. For regulated programs, ask to see the controls mapped to the specific framework that applies — PCI DSS, HIPAA, SOC 2, ISO 27001 — and the date and scope of the most recent independent assessment, since a certificate covering one site or service does not automatically cover yours.
The third question is about access. Agents should reach only the systems and the data their role needs, through named accounts, with multi-factor authentication, from managed devices, with administrative actions logged. Remote and work-at-home delivery raises the bar rather than lowering it: device control, network requirements and physical working conditions all need to be specified. Finally, ask how your own systems will connect. Integration with your CRM, ticketing and order platforms is where most implementation time is spent, and a provider's willingness to work inside your environment, to your security team's standards, is usually a better predictor of a smooth launch than any feature list.
- Ask what happens on failure, and when failover was last tested with live traffic
- Treat call and screen recordings as a sensitive data set in their own right
- Match each certification to the site and service that will run your program
- Named accounts, least privilege, multi-factor authentication and logged admin actions
Frequently asked questions
What security standards should a call center comply with?
It depends on the data handled. Card payments bring PCI DSS into scope, patient information requires HIPAA safeguards and a business associate agreement, and many enterprise buyers look for SOC 2 reporting or ISO 27001 certification as evidence of general security management. The relevant point is that the assessment covers the sites and services used for your program.
How is business continuity handled?
Through geographically separate sites and data centers, redundant carriers and power, automatic failover for telephony and applications, and the ability to move work between locations and to remote agents. Plans are documented and tested.
Can your platform integrate with our CRM and systems?
Yes. Programs commonly run with integration to the client's CRM, ticketing, order and knowledge systems, or with agents working directly inside the client's environment through secure access. The approach is agreed with your IT and security teams during implementation.
How is customer data protected?
With encryption in transit and at rest, role-based access, named user accounts, multi-factor authentication, monitored networks, controlled recording and retention policies, and agent environments that restrict copying or removing data.
Do you support remote and work-at-home agents securely?
Yes, with managed devices, secured connections, defined network and workspace requirements and the same access controls and monitoring that apply on site.
Related Services
Infrastructure You Can Trust. Performance You Can Rely On.
Global Empire Corporation provides enterprise-grade IT infrastructure built to support world-class customer experience delivery—without disruption.