Orion’s Customer Relations Service and Training Center is dedicated to providing the highest quality service experience for your customers. In our state-of-the art facility, we offer a variety of services to meet your needs and those of your customers. Our modular and scalable approach ensures that you get the exact services to fit your requirements as they change and grow. Our communication solution stays ahead of the technology curve so your customers are better served. Orion’s platform is designed for versatility and reliability. We know how important your customers are to your business.
Communications technology continues to evolve at a rapid pace. Most companies are scrambling to keep up with the high cost of technology. Many companies’ customer service strategies have become more focused on staying ahead of the tech curve and trying to keep expenses under control, rather than delivering exceptional customer service.
With Orion taking care of your customer contact requirements, you can continue to develop and grow your business knowing that you’ve made the right choice to ensure customer satisfaction and retention.
We are operating on a multi-channel platform that is SIP architected for IP communications that is presently in use on a number of Federal contracts. This communications system has won multiple industry awards and is currently ranked by Datamonitor as the No. 1 Unified Communications vendor based on North American contact center survey results. It allows a wide array of options for customers to communicate and obtain information, on a platform that blends media types with contract-specific business rules in one unified system.
SECURITY
All system servers, database servers, and incoming phone lines are hosted in a state of the art, hardened data center meeting rigorous SAS 70 Type II standards. The Orion site is connected to the data center through a wide area data network dedicated to and built for the outsourced hosting requirements. Our communications platform has met the 1,700 security specification required for JITC certification for use by the U.S. Department of Defense. It meets all requirements of both Federal and commercial contracts.
The Orion contact center building is secure, requiring an individual access code for entry. Once in the building, the communication center room is secure and also requires an individual access code for entry. Both of these access points have cameras that capture the image of those entering. Additional cameras are located on the communication center floor and in the halls. All cameras record 24×7.
Every Orion agent is drug screened and given a criminal background check before hire. They have individual log-ins to access PC’s and additional log-ins to access systems with confidential information, or that allow communication with customers. All calls can be 100% recorded.
All staff are trained on information and physical security policies and procedures as part of their orientation, and a Security and Technology Policy Manual is provided to all employees for reference. We have security drills twice per year. We are compliant with measures mandated by our ISO 9001 and AS9100 certifications and maintain information security in compliance with the Commission of Accreditation of Rehabilitation Facilities (CARF). Our certification from CARF includes regular audits for security compliance.
