This customer is a market research company located in middle America, conducting research in B2B, consumer, healthcare, and agriculture markets. Although they were satisfied with their current ILEC carrier, their system was operating on older technology with POTS lines installed to each of their 100 contact center agents in two locations. The smaller contact center houses 25 agents and the larger contact center houses 75 agents.
Their new CEO was interested in exploring ways to modernize their system and reduce telecom costs, including the utilization of VoIP enabled connections.
While Televergence’s rates and products are competitive, C-Level account management provides their customers with access to senior executives. Customer service as a competitive advantage and a dedicated Customer Success Manager is Televergence’s unique value proposition that drives the company’s 30 years of success and average length of customer at 14.7 years.
The customer was paying access charges at $20 per POTS line, or $2,000 per month in MRCs. Usage rates were close to 2 cents per minute.
The Televergence team worked directly with the CEO and their IT specialist to define a network testing protocol for the first contact center, including a TDM to VoIP enabled gateway, using 7 lines over 2 months. Happy with the testing results, the customer committed to moving traffic and signed the contracts.
Televergence’s technical leadership and team worked closely with the customer and gateway manufacturer to successfully implement a complex inbound routing requirement.
There were significant re-wire issues that needed to be resolved in order for the second, larger contact center to be added to the Televergence network. Guidance and proposed solutions for the re-wire project was provided by Televergence’s CTO. The customer qualified a local contractor to perform the re-wire that was required in order to complete the 75 agent contact center POTS line to VoIP enabled conversion.
Televergence is a telecommunications carrier with expertise in contact center technology and operations. They have a fully staffed, U.S. based Network Operating Center (NOC) and maintain an on-premise TDM to VoIP conversion program for legacy call center platforms. Their Solutions Portfolio includes premium, all calls connect Inbound Toll-Free and Outbound Long-Distance services for businesses with existing contact center technology, as well as those building a new contact center.
For businesses that want to initiate Inbound Toll-Free customer support or Outbound Long-Distance for research or telemarketing, Televergence lets them evaluate the benefits of its services without making a long-term commitment. Customers can test a variety of solutions to better define system requirements.
For businesses that have contact center systems like Acculabs, Asterisk, Avaya, Brooktrout, Dialogic, Noble Systems, Nortel, Survox, and/or Voxco(to name a few), Televergence can add capacity without having to end-life systems. Televergence contact center Inbound Toll-Free and Outbound Long-Distance services can run alongside legacy systems.