As this large contact center customer’s profit and call ratios continued to decline, they addressed the difficult to diagnose issues they were experiencing with their 4 other carriers, which included two Tier 1 and two other Tier 2 carriers. Only Televergence was able to resolve the issue.
While rates and products are competitive, Televergence ’s C-Level account management and customer service as a competitive advantage provides customers with direct access to the CTO, CEO and a dedicated Customer Success Manager. This is the value proposition and solution that is largely responsible for the company’s 30 years of success and average length of customer at 14.7 years.
The 500+ seat contact center customer specialized in debt collection, medical notification, and political polling and had two Tier 1 and three Tier 2 carriers in routing. Approximately 90% is predictive dialing using a combination of Dialogic TDM and next generation VoIP systems. The expansion included a multi-year lease, a floor plan with desks and computers, phone deployment and a new 300 megabit fiber optic using a local cable company. Initial turn up went well, however, issues began being reported as capacity was activated: deteriorating call quality, failing calls to certain regions, poor drop ratios and sales-to-call ratios, and one-way audio.
Both Tier 1 carriers assumed the customer-facing performance issues were on the customer’s end, provided little technical support, and dismissed the issue as a nuisance customer with poor technical understanding within a week. The Tier 2 carriers included:
A regional CLEC whose experience was limited to TDM and whose switch vendor focused on theoretical issues such as calls per second and the customer’s VoIP hardware; they even suggested the customer install multiple DS3 loops to carry traffic into a platform in which they had more experience;
An exclusively VoIP carrier with a “no skin in the game” infrastructure and a “best attempt” call completion philosophy which negatively impacted the customer’s low sales-to-call ratio and operator wait times; and
Because Televergence maintains a redundant fiber connectivity, a Cisco-based network, a Lucent TDM/SONET network, colocation space and a Dell blade server infrastructure, their technical team was able to identify and resolve the issue of one way and poor quality audio on a majority of peak time calls. Voice-related issues are tracked at a signaling and packet media transport level. A single control-of-infrastructure enabled ownership of identifying and resolving the issues.
To avoid the bandwidth costs of handling full call audio, most carriers only touch the signaling and allow audio to directly connect between the customer and the upstream endpoint. In contrast, Televergence proxies all VoIP media, which allows an inspection of audio and the identification of issues not often “seen”.
Simulated calls revealed that packets were being throttled from the customer’s connection at only 10 megabits per second between the carrier and upstream IP connections, even though their enterprise-grade fiber connection should have guaranteed priority network placement. They also were not aware that traffic shaping and throttling may apply to their connection and traffic.
The solution included Televergence’s utilization of it’s BGP relationship with upstream carriers, which forced the customer’s ISP to seek alternative routes that were not throttle enabled. Next, the technical team reviewed how throttling was being achieved. While their predictive system did not have access to g729 or g723 codec licenses, Televergence maintains transcoding hardware and public domain codecs, which were applied to every call, regardless of final destination networks.
Today, their existing connection completes calls without hitting their ISP’s traffic shaping limits and they are investigating a new fiber carrier.
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.