Vox Spectrum provides centralized monitoring of distributed call centres for a major telecom operator

The Customer

A large telephone carrier, off ering 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 call centres which handle all calls for services and complaints from subscribers. Th- ese centres are widely dispersed, one being 1000 kilometres away from the headquarters location.

The customer uses DGVox call recording solutions at these call centres. However, they required access to the voice files at the central headquarters location for quality monitoring. They requested Vox Spectrum to provide a solution.

The Solution

Vox Spectrum engineers analysed the customer’s requirements and designed a cost-eff ective 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.

The customer saw a single interface to all DGVox units in all locations, and this provided a convenient administrative tool. The customer has since placed additional orders for DGVox systems.