TELEVERGENCE SOLUTIONS (TSI) SAVES MARKET RESEARCH ASSOCIATION (MRA) CALL CENTER CO-MEMBER 55% ON LONG DISTANCE AND TOLL FREE AND IMPROVES CALL QUALITY

Overview

"Somewhat satisfied" with their current Tier 1 provider, this prospective customer was NOT actively shopping, but did have occasional voice quality issues. They were referred to TSI as the referral source was confident that TSI could substantially lower their outbound usage and access charges. Actual total monthly savings average $5,500.00 (55%).

Of all providers who were approached, TSI was the only one who designed a cost effective, custom solution for them. Service was turned up within a couple of weeks and tested for almost a week before some traffic was moved. Within the first month, the customer moved 100% of their traffic to TSI.

While rates and products are competitive, TSI’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.

Background

This call center customer performs market research and polling for major national organizations. Although they were testing with another VoIP provider; due to the very poor results using the carrier-provided Cisco 5300, which they had no access to, this was not perceived as a feasible solution.

Challenges

The customer’s current access to the provider’s network was via 20+ T-1/PRI circuits. Their monthly spend during peak seasons averaged $10,000.00: approximately $6,000.00 (60%) in usage costs and $4,000.00 (40%) in access charges.

Solutions

Replacing the T-1/PRI access with two (2) cost effective, custom-configured Cisco 5400 Routers WITH customer access eliminated the customer’s $4,000.00 (40%) access costs. Their existing 20-50 meg IP access through their LEC provided sufficient bandwidth access.

There have been no trouble tickets to date and the customer’s owner and IT leadership consider TSI to be call center experts. In addition to the $4,000.00 (40%) access cost savings, TSI has saved the customer an additional 25% on their usage costs.

About Televergence Solutions

TSI is a telecommunications carrier who attributes over 30 years of success to quality and competitively priced products: inbound toll free and high calls per second/call completion rate outbound long distance. Pre-qualified candidates receive a 10,000 minute free trial.

C-Level account management and customer service as a competitive advantage is responsible for the company's average length of customer at 14.7 years. Customers have direct access to the CTO, CEO and a dedicated Customer Success Manager.

Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.

The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to SIP conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.

Leadership and membership roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Marketing Research Association (MRA), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC).