True Blue Voice India Pvt Ltd is an authorized distributor for Plantronics in India, the global leader of headset solutions.
True Blue Voice is also an exclusive distributor in South India for Siemens Gigaset range of cordless phones. In the Asian sub – continent we have our presence in India, Sri Lanka & Bangladesh. In the Middle East we are present in Dubai, UAE.
Vox Spectrum Software Solutions is a leading provider of voice logging products and solutions in the voice communication domain.
Vox Spectrum provides technology for capturing and recording voice communication for various industry verticals. The DGVox series of Voice Logging and Recording Systems is a market leader in several countries.
Timna Electronics and Telecommunications is a Vox Spectrum company based in Riyadh, KSA, with sister companies in Dubai and Sharjah, UAE.
Since our foundation in 1983, we’ve expanded to become a large corporation spanning several countries in the Middle East, from Oman to Kuwait to Lebanon and Jordan.
Mack Telecom is ranked among the top five telecommunication engineering service providers in India.
Mack Telecom provides Total Engineering Services to Telecom Service Providers and Turnkey Operators.
The Customer
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 Challenge
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.
The 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.