Challenge:

This customer is a market research company located in middle America, conducting research in B2B, consumer, healthcare, and agricultural markets. Although they were satisfied with their current provider, their system was operating on older technology with POTS lines installed to each of their 100 contact center agents in two locations. The smaller contact center houses 25 agents and the larger contact center houses 75 agents.

Their new CEO was interested in updating their system and reducing telecom costs, including the utilization of VoIP enabled connections.

Solution:

The Televergence team worked directly with the CEO and their IT specialist to define a 7 line, 2 month testing protocol for the first contact center via a TDM to VoIP gateway. Further, a complex inbound routing protocol was successfully implemented.

Significant rewire issues had to be resolved in order for the second, larger contact center to be added to the Televergence network. Guidance and oversight for the rewire project was provided by Televergence’s CTO, and the customer qualified a local contractor to perform the rewire that was required in order to complete the 75 agent contact center POTS line to VoIP enabled conversion.

 

ABOUT TELEVERGENCE

For over 32 years, Televergence has been saving customers an average of 30% over AT&T and Verizon on toll free and long distance services for contact centers and other high volume users.  The Televergence Cloud Phone System  is ideal for SMBs and enterprise customers with remote workers and priced to save them an average of 30% over the market leading competitors. Our Customer Commitment is supported by C-Level Account Management, unparalleled technical expertise and customer service, the highest quality, U.S.-based, 24 x 7 x 365 Network Operations Center, and Televergence’s industry-leading customer retention statistics.  Televergence is a WOSB and WBENC certified diverse supplier. 

To learn more  Click here  and schedule a 5-minute call.

www.televergence.com

1-800-286-1700