Vox Spectrum provides centralized monitoring of distributed call centers for a major telecom operator
A large telephone carrier, offering the full spectrum of telecommunications services such as PSTN, PLMN (GSM) and Satellite Telephony, covering all voice and data services as well as value added services.
With 4 million subscribers, the carrier is getting ready for competition, and upgrading services to ensure the utmost customer satisfaction.
The customer has three 24x7 remote call centers which handle all calls for services and complaints from subscribers. These centers also handle directory enquiry. These centers are widely dispersed, one being 1000 kilometers away from the headquarters location.
The customer uses DGVox call recording solutions at these call centers. However, they required access to the voice files from the main DGVox system at the central headquarters location for quality monitoring. They also required all transaction details, including fields such as the Agent Id, Agent Name, Caller Id and the number given to the caller in case of directory enquiry. Each center receives in excess of 100,000 calls a day. They requested Vox Spectrum to provide a solution.
Vox Spectrum engineers analysed the customer’s requirements and designed a cost-effective yet elegant solution.
DGVox has a built-in feature that allows stacking of several units to scale to deployments that need more than 128 lines. This feature is available only within a LAN, for security reasons.
Vox Spectrum extended this feature to allow the customer to virtually stack the units. The individual DGVox units were connected to each other over highly secure high-speed communication lines. Custom database integration with the CRM database allowed access to the additional metadata requested by the customer.
The customer saw a single interface to all DGVox units in all locations, and this provided a convenient administrative tool. In addition, the customer wanted to be able to search across all stored parameters. Vox Spectrum also provided a custom daily statistical report for activity across the entire system.
Voice recordings are stored on the DGVox system for six months. The customer has since placed additional orders for DGVox systems.