Our Technology Contact Centers Dominicana

Integrity - Commitment - Pursuit of Excellence

Open Source dialer by Vicidial solutions Call Processing Systems.
Automated Call Distribution.
Customized Queuing and On-hold Messaging.
Customized production and performance reports.
Online change and incident management system.
Architecture built on cutting edge technologies.
Digital voice recording and retrieval.
Online quality monitoring system.

Overview
Telephony I.T. Systems
• Multiple Vicidial Clusters. • Dell Power Edge Servers
• 8 Predictive Dialer/ACD Servers, 4 SQL Servers. (CENTOS/SuSE Operating Systems).
3 Web Server, 2 Archive Servers • Cisco Catalyst 6513, 6509, & 4006 Data
(100% recording of all calls). Switches, with 10\100\1000 MB Full Duplex.
• Remote monitoring capabilities.
• Telecom.
Security
• Redundant connections to the U.S. • Multi layered security.
• Utilizing IPL & DIA (International Private Line & Direct • Pf Sense Firewalls.
Internet Access) circuits. • CSF (IP tables management).
• Cisco ACL (Access Control Lists). “Practical Innovation Applied”
• Diverse fiber & wireless local loops.
• Multiple SIP Trunk providers. • IDS (intrusion detection system).
• Redundant U.S. Tier 1 data center co-locations Workstations
in Atlanta and Miami. • Dell Optiplex.
• LCD flat panel displays (1024x768 resolution).
Backup Electrical Power • HQ Headsets /w noise suppression.
• 5,000 l. capacity, with redundant unit installed Maintenance & Support
• Large scale UPS to support IT room • IT Staff – Degreed & Certified Network Engineers with
• UPS back up for each workstation. extensive telecom & IT backgrounds – 2nd & 3rd level Domyn Mall, Calle José María Fadul, Esq.
support agreements in place. Ave. Monumental, 2do nivel, Local 216, Santiago, R.D.
809-337-6300 info@ccd.com.do /ccdominicana
www.ccd.com.do
Contact Centers Dominicana
“Practical Innovation Applied” Integrated Virtual Response Interview - IVRI

Welcome to Santiago, Dominican Republic! Santiago is the country’s Over 20 years ago, the founders of CCD were pioneers of implementing Integrated
second largest city and corporate headquarters of Contact Centers Virtual Response or IVR technology in the telecommunication industry in the
Dominicana (CCD). We have a unique business model and strive
Dominican Republic. Once again they are applying that knowledge at CCD through HIRING
Integrated Virtual Response Interviews or IVRI. IVRI has become a powerful tool as PROCESS
toward constant innovation in the delivery of contact center services to the first step in the company’s hiring of Contact Center Representatives.

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clients. Additionally, the company’s owners and leadership consists of

STEP
experienced U.S. executives and managers. IVRI has become an essential HR tool in screening and selecting potential agents.
While most companies in the Dominican Republic are limited to recruiting activities
City Facts: Facilities: Bolivar Caba Carlos J Ziegenhirt M Carolina Balbuena Antonio Guzmán in a certain location, CCD is allowed to expand its recruiting reach to every corner of

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COO Chairman/CEO VP Human Resources Director of Compliance the island through IVRI. The tool helps CCD save time, cut costs and hire the right
persons for demanding clients. The diagram on the left depicts is a high-level view
• Population of 1 million people and growing • 10,000 sq. ft. of contact center space and offices of how IVRI helps give CCD an edge over competitors.
• International airport with daily flights • Permit to operate within designated economic CCD At a Glance

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to major cities in the U.S. “Free Zone” SAVES TIME:!!!!!
• Home to five of the best universities • 300+ stations Our best resources are “Human Resources” By allowing the HR personnel to have all these recordings in a particular database, process
in the Dominican Republic • Easy access to major transportation routes at their convenience and free from initial paper work allows for a larger number of potential

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• Eight top-ranked hospitals • 10 minutes from leading university personnel to be screened.
• Baseball capital of the Dominican Republic • Only a few minutes from the international airport EVOLU ???
• One of the most advanced T CCD IS EVERYWHERE!!!

?
?
This process basically allows our HR recruitment to

ION
telecommunication infrastructures in
occur in the four corners of the Dominican Republic,
the Caribbean and Latin America by breaking the bonds of our physical location, and CCD IVRI

thus allowing anyone in the country or the world to

REPOLUTION submit an initial interview for its consideration.
WELCOME
“Practical Innovation Applied” is not just a slogan but

TIVE
GEO-METRICS AT IT´S FINEST ABROAD
also CCD’s business philosophy. Our way of Our system will save the information in the SECOND INTERVIEW
DATABASE

developing the company. From the most complex

processes to the most demanding clients, CCD
strives for excellence through adherence to
global standards and certifications so that
clients’ standards at “home” become ours
too.
Our location is Nearshore
but our essence is home.
Contact Centers Dominicana has created a unique
REPRESENTA
workforce management method that enhances the
delivery of services to clients. Our “Repolution” method
allows us to combine recruiting through IVR technology and
targeted selection activities that result in solid employee
retention, engagement, empowerment, and knowledge.
Through partnerships with prestigious academic institutions,
the “Repolution” method is deemed a clear competitive
advantage for CCD, our clients and employees.
database, taking into consideration any and all
essential information we consider useful. From
Geographic region, to sex, age, previous experience,
criminal background, health issues, migration status
among others. There is basically no limit to the amount
HUMAN RESOURCES
of information we can extract with our IVRI, which will
better serve the companies saturation and penetration
measurements in the future.