Global Call Center and Receivables Management Company

 

Client:

Fast-growing global call center and receivables management company with over 1,700 employees and multiple locations. Telephony infrastructure was a patchwork of technologies and networks, inhibiting future growth and ROI.

 

Objective:

Build a next generation network infrastructure to improve efficiency of staff resources, reduce current expenses, and accommodate further expansion. Specific needs included:

  • Route calls among new and existing call centers
  • Improve response time without buying additional bandwidth
  • Easy integration of new centers into the network
  • Centralize IT staff and control of dialers

 

Solution:

  • Created a network-based IP VPN with QoS to remote sites
  • Placed LD T1 lines in host locations
  • Programmed least-cost-routing in a centralized dialer

 

Results:

  • Drastically reduced costs by over 61% or $2.4 million over a three year period
  • Reduced network management cost
  • Reduced capital expense
  • Improved customer experience
  • Improved productivity
  • Laid the foundation for future technologies