Our hosting infrastructure is shared across our entire customer base, and our platform consists of thousands of IVR ports. We monitor volume trends closely and work with each of our customers on a monthly basis to understand volume projections and business events that may lead to bursts and spikes in call traffic.
We build out our capacity such that at projected volume levels we are operating at 70 – 80% utilization of our infrastructure. This means that we consistently have 20 – 30% of our capacity available to absorb unanticipated bursts and spikes in customer traffic. As utilization levels approach 80%, automated triggers within our platform indicate that additional capacity is required. Because capacity is added on a regular basis, our standardized processes enable us to significantly expand our infrastructure within a matter of days
Additionally, our contracted service levels guarantee that we successfully process 99.97% of call traffic with no inbound busy signals or other platform-related disruptions.
For over 35 years, MTI has specialized in providing communication solutions. We embrace innovation, creativity, and initiative, which allows us to provide our customers with reliable, trusted, self-service automation in today’s ever-changing environments. MTI’s solutions use automation to improve the customer experience while lowering telephony and infrastructure costs and increasing ROI.
