Our IT Infrastructure

PCI DSS Level 1, HIPPA, and SOC 2 Compliant Call Center

99.9% Availability-0% downtime
Over 4 Million Hours of Up Time!

Your business needs to have reliable, uninterrupted, secure IT solutions 24/7, 365 days of the year. Here at Global Empire, providing our clients with the highest level of support worldwide means maintaining the highest quality and state of the art information structure infrastructures.

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 used 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.

Responsible Data Management
Keeping Your Privacy and Security in Mind

Global Empire Corporation is committed to ensuring that all our clients, their customers, and our employee’s 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.

“When you serve the customer better, they always return on your investment.”