Starwood Hotel and Resorts Call Center Networking

1085 Words Oct 17th, 2011 5 Pages
Starwood Hotel and Resorts Call Center Networking Starwood Hotels and resorts is one of the world’s largest hotel and leisure companies. The company owns thousands of Hotels and Resorts as well as seven call centers in which help keep everything running smoothly for the company. Of course this means there is an expansive network working to keep all this information flowing from every hotel and call center. This paper will focus on the network of the call center in Lancaster, California in which I used to work at as a customer service representative. First the paper will give an overview of the company. Then, a depiction of the network that is being used by the call center will be explained.
The Lancaster call center consisted of
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The IVR technology used for the call centers specific needs is called Telephony Infrastructure as stated by the Voxeo (2009) website “Telephone lines for IVR can be standard analog lines, digital T1, or digital ISDN lines. These lines are connected on one side to the IVR platform and, on the other, to call switching equipment including Telco switches, Voice over IP gateways, and corporate PBX 's; or in some cases, directly to call centers via an ACD.” I recall one day when none of the computers were working we had to write everything down manually then input the information in as soon as the network was live once again. This is how I narrowed down which kind of topology that the Lancaster call center was using. The wiring of the call center is most likely wired with Fiber Optic cables. This is mainly due to the fact that the call center is located in a downtown area surrounded by many electrical devices that could cause interference with their network. The bandwidth is extremely high with heavy use of the network throughout the building so fiber optic cabling would be needed in order to provide the call center with exactly what is needed to maintain communication.
In conclusion, this paper has given an overview of the network for Starwood Hotels and Resorts network at their Lancaster, CA location. First, an explanation of the network provided for the training station was given. Then a depiction of the live network in which
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