This 500+ seat contact center customer specialized in debt collection, medical notification, and political polling and had two Tier 1 and three Tier 2 carriers in routing. Approximately 90% is predictive dialing using a combination of Dialogic TDM and next generation VoIP systems. They started experiencing deteriorating call quality, failing calls to certain regions, poor drop ratios and sales-to-call ratios, and one-way audio.
As this large contact center customer’s profit and call ratios continued to decline, they addressed the difficult-to-diagnose issues they were experiencing with their 4 other carriers, which included two Tier 1 and two other Tier 2 carriers.
Both Tier 1 carriers assumed the customer-facing performance issues were on the customer’s end, provided little technical support, and dismissed the issue as a nuisance customer with poor technical understanding within a week. The Tier 2 carriers included:
A regional CLEC whose experience was limited to TDM and whose switch vendor focused on theoretical issues such as calls per second and the customer’s VoIP hardware; they even suggested the customer install multiple DS3 loops to carry traffic into a platform in which they had more experience;
An exclusively VoIP carrier with a “no skin in the game” infrastructure and a “best attempt” call completion philosophy which negatively impacted the customer’s low sales-to-call ratio and operator wait times; and
Televergence, who maintains a redundant fiber connectivity, a Cisco-based network, a Lucent TDM/SONET network, colocation space, and a Dell blade server infrastructure. Because of this, their technical team was able to identify and resolve the issue of one way and poor quality audio on a majority of peak time calls. To avoid the bandwidth costs of handling full call audio, most carriers only touch the signaling and allow audio to directly connect between the customer and the upstream endpoint. In contrast, Televergence proxies all VoIP media, which allows inspection of audio and the identification of issues not often “seen”.
Simulated calls revealed that packets were being throttled from the customer’s connection at only 10 megabits per second between the carrier and upstream IP connections, even though their enterprise-grade fiber connection should have guaranteed priority network placement. They also were not aware that traffic shaping and throttling may apply to their connection and traffic.
The solution included Televergence’s utilization of it’s BGP relationship with upstream carriers, which forced the customer’s ISP to seek alternative routes that were not throttle enabled. Next, the technical team reviewed how throttling was being achieved. While their predictive system did not have access to g729 or g723 codec licenses, Televergence maintains transcoding hardware and public domain codecs, which were applied to every call, regardless of final destination networks.
Today, their existing connection completes calls without hitting their ISP’s traffic shaping limits and they are investigating a new fiber carrier.