Technology

Advanced Technology
To ensure the highest quality service to our clients, The Network utilizes the most advanced intake, dissemination and telecommunications technology available. We also employ industry-leading security and operational processes to ensure data will not be compromised and programs will operate smoothly 24/7/365.

Technology-Assisted Intake
The Network’s applications are built on our award-winning system with interview format and dissemination rules customized to your exact specifications. For both Web and phone intake, the system dynamically adapts to the issue identified, posts incident-specific questions and delivers follow-on instructions based on responses given.

For intake via phone, The Network uses state-of-the-art telecommunications hardware and software for a superior reporting experience:

• Expert Agent Call Routing seamlessly matches calls with the right specialist, based on skills and availability
• Blue Pumpkin Workforce Management ensures that the right number of specialists with the appropriate skills are always on hand
• Avaya Switch and Digital Call Recording records 100 percent of our calls at the switch level, facilitating information retrieval and quality control
• Call Management System delivers real-time monitoring of specialist performance to provide a caller experience that’s consistently positive
• Virtual Call Center, a telecommuting model that enhances scheduling flexibility, disaster recovery and staff motivation

International Telephony Expertise
The Network partners with AT&T to stay ahead of changing international calling regulations. We help you explore options to determine a plan based on the locations of your callers, and we suggest solutions based on a number of options including International Toll-Free Services (ITFS), AT&T Direct, Universal International Freephone Numbering (UIFN) or collect calling options.

Real-Time Quality Assurance
During intake, The Network’s system analyzes the data and flags any inconsistencies, potential errors or places where additional information is needed. These integrity checks ensure an actionable report – the highest in the industry – and empowers your organization to respond and begin investigating allegations promptly.

Complex Dissemination and Escalation Capabilities
The Network can accommodate even the most complex dissemination reports. You can send reports simultaneously to different departments within your organization and customize dissemination based on any data point. Critical or time-sensitive reports are instantly flagged by the system for immediate distribution by The Network’s escalation team.

Industry-Leading Customer Support
Our Siebel-based customer support software allows us to execute and follow up on customer requests with a speed and accuracy that is unmatched in the industry. The system ensures that our account management and client services team can deliver an unparalleled level of service to every client. You can even enter requests and track their progress online.

System Security Testing
The sensitive nature of the data we collect mandates an advanced level of information security. The Network conducts system security testing through Foundstone, the premier provider of security risk management, vulnerability assessments and protection. Regular testing by Foundstone has consistently rated our systems as A—Highly Secure.

SAS-70 Type II Compliant
Statement on Auditing Standards (SAS)-70 Type II compliance has been verified by the independent firm of Porter, Keadle and Moore and demonstrates The Network’s commitment to provide secure, reliable and effective operations. SAS-70 Type II certification assures our clients that The Network’s operational processes and controls meet superior standards of security and reliability.

Disaster Avoidance and Business Continuity
The Network’s production systems are co-located at a hardened SunGard facility which assures n+1 redundancy for all environmental necessities, including AC and power. The Network is also able to leverage SunGard’s Internet connection to maintain 100% connectivity. This exponentially reduces the risk of an outage from common interruptions and enables us to utilize our headquarters facility as the Disaster Recovery site and – through data mirroring technology – dramatically reduce recovery time in the event of an emergency.