TELEVERGENCE SOLUTIONS (TSI) IMPROVES CALL QUALITY AND REDUCES COST FOR HEALTHCARE CALL CENTER

Overview

This 14 year old call center customer provides telephonic intervention between pharmaceutical and insurance companies, patients and healthcare providers to improve patient compliance and education. They needed a more stable platform and competitive rates, particularly for inbound toll free and were concurrently evaluating outsource alternatives for the outbound traffic.

TSI’s 10,000 minute Free Trial provided testing without risk of the critical inbound toll free for call quality while stress testing outbound call volume without testing using a third party platform. Based on the high quality testing results, they moved all inbound toll free and outbound long distance traffic to TSI.

Since then, they presented TSI with another opportunity related to their office RingCentral VolP phone, conference call system and collaboration tools. TSI immediately provided a Unified Communication (UC) and hosted PBX solution. They moved their office phone system from RingCentral to the new UC platform after two weeks of testing and have experienced a much higher quality of service at a reduced cost.

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

The Customer operates a 100-200 seat inbound and outbound call center in Americus, GA. On average, 4-10 outbound calls occur per each inbound call. The customer was operating on a collocated asterisk platform with Iristel, a smaller carrier in Canada. A 50 meg IP connection handles calls via the asterisk SIP outbound dialing platform.

Challenges

There was increasing concern regarding Iristel’s ability to service existing and projected increased traffic. There was also concern that Iristel may not release the approximately 75 toll free numbers managed by Iristel if the customer changed carriers. Reporting was erratic at best.

Solutions

The customer had met with several carriers before meeting TSI at the Call Center Summit event in Chicago during November, 2015. TSI demonstrated the ability to port and manage their toll free numbers; and provide them with access to a TSI inventory of available toll free numbers.

A second large bandwidth IP connection and mirrored platform was added to maximize uptime. Testing insured all systems communicated with the TSI network effectively and confirmed the ability to load balance using their two platforms and our multi-access capability.

About Televergence Solutions (TSI)

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).