Keeping You Up and Running

At Time iCR, we live by the adage that it's better to be safe than sorry. In today's world of complex IVR systems, where computers, databases, and telecommunications all converge, chances are that something somewhere is going to fail-and probably at the most inopportune time.

That's why we build redundancy and diversity into every aspect of our business. In fact, we are "telco-class," which means that only the major telephone companies offer operating environments as stable, robust, and secure as ours. As a result, we are able to continue to serve you during power outages… transmission line breaks… storms… circumstances that can easily knock less equipped service bureaus out of commission.

Here's how we've prepared our buildings and systems to offer you exceptional reliability:

Fibre route diversity

Our headquarters sits on a fibre ring, and this comprehensive fibre route diversity means that no single point of failure exists: if one route goes down, your service continues uninterrupted.

Site diversity

Time iCR operates IVR systems in other cities and connects all of its sites with redundant frame relay links. If, for some catastrophic reason, a site were to go down, another location would take over its applications. Each site monitors the others, ensuring that any problems are detected and addressed immediately.

Uninterruptible power systems

All our sites are fully backed up with uninterruptible power systems and diesel generated power that will run indefinitely.

Equipment diversity

If you want the utmost in service diversity, you can subscribe to our redundant IVR service. Should your primary IVR service fail, its applications will automatically flow to ports on a backup IVR system. Your applications remain intact and your callers stay connected.

Security and fire detection systems

Our buildings and all their systems are fully alarmed for security and fire detection; if something goes wrong, we will know about it immediately and take corrective action.

Business as usual-no matter what

Our expert technicians have experience with hundreds of different IVR applications including computer telephony integration (CTI) and voice recognition. Consequently, if your IVR application experiences a problem, we will fix it fast.

We even alarm our software. For instance, if one of your applications encounters a snag and starts to overload the CPU, the system will automatically send us an alarm. By knowing about problems before they occur, we can keep your solutions on track.

For even greater security and performance, we can dedicate equipment, ports, and platforms exclusively to your company. You gain a completely insulated environment that fully protects your IVR investment.

Moreover, we devote substantial time and energy to monitoring systems and working with third parties to coordinate maintenance windows. If a carrier schedules maintenance, we'll know about it, and we'll ensure that this activity will not interrupt your service.

Call overflow and disaster recovery solutions

If you operate your own system, we can also help you through busy calling periods or emergencies.

Traffic spikes can easily overwork your system and cause busy signals-not what your customers want to hear. But installing enough capacity to handle traffic peaks, especially if they are relatively infrequent, is costly.

By subscribing to Call Overflow and automatically sending overflow traffic to one of our IVR systems, you avoid alienating callers and missing potential sales. We will emulate your application precisely, presenting callers with the same IVR prompts that you offer. You keep your operating costs to a minimum without compromising customer service.

In the event that a disaster knocks out your IVR system or transmission line, we can take over all your circuits until you restore your operation. No matter where you are-Los Angeles, New York, Toronto, Vancouver-we can back up your operation; the distance from your site to ours has no bearing on our ability to provide you with reliable disaster recovery or overflow solutions.