TELEVERGENCE SOLUTIONS (TSI) IMPROVES CALL QUALITYAND REDUCES COST FOR HEALTHCARE CALL CENTER
Overview
This 14 year old call center customer provides telephonic intervention between pharmaceutical and insurance companies, patients and healthcare providers to improve patient compliance and education. They needed a more stable platform and competitive rates, particularly for inbound toll free and were concurrently evaluating outsource alternatives for the outbound traffic.
TSI’s 10,000 minute Free Trial provided testing without risk of the critical inbound toll free for call quality while stress testing outbound call volume without testing using a third party platform. Based on the high quality testing results, they moved all inbound toll free and outbound long distance traffic to TSI.
Since then, they presented TSI with another opportunity related to their office RingCentral VolP phone, conference call system and collaboration tools. TSI immediately provided a Unified Communication (UC) and hosted PBX solution. They moved their office phone system from RingCentral to the new UC platform after two weeks of testing and have experienced a much higher quality of service at a reduced cost.
While rates and products are competitive, TSI’s C-Level account management and customer service as a competitive advantage provides customers with direct access to the CTO, CEO and a dedicated Customer Success Manager. This is the value proposition and solution that is largely responsible for the company's 30 years of success and average length of customer at 14.7 years.
Background
The Customer operates a 100-200 seat inbound and outbound call center in Americus, GA. On average, 4-10 outbound calls occur per each inbound call. The customer was operating on a collocated asterisk platform with Iristel, a smaller carrier in Canada. A 50 meg IP connection handles calls via the asterisk SIP outbound dialing platform.
Challenges
There was increasing concern regarding Iristel’s ability to service existing and projected increased traffic. There was also concern that Iristel may not release the approximately 75 toll free numbers managed by Iristel if the customer changed carriers. Reporting was erratic at best.
Solutions
The customer had met with several carriers before meeting TSI at the Call Center Summit event in Chicago during November, 2015. TSI demonstrated the ability to port and manage their toll free numbers; and provide them with access to a TSI inventory of available toll free numbers.
A second large bandwidth IP connection and mirrored platform was added to maximize uptime. Testing insured all systems communicated with the TSI network effectively and confirmed the ability to load balance using their two platforms and our multi-access capability.
About Televergence
Televergence is an internet telephony service provider who has been connecting calls for 30+ years over networks that provided 100% uptime during the past 36 months. Success is attributed to quality and competitively priced products, and core competencies that include high calls per second/call completion rate outbound long distance inbound toll free, managing an average of 9% of all active toll free numbers in the U.S.
Televergence’s unique value proposition is customer service as a competitive advantage, driven by a highly skilled and committed team, who possess an average length of 19+ years of industry experience, and provides a uniquely personal and extraordinary level of sales and customer support. An industry reputation for transparency and integrity with both agent partners and end user customers is validated by an average length of customer of 15+ years, all of whom have access to the senior management team.
Founded and managed by the CEO, Deb Ward is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), which is the industry’s leading competitive telecommunications trade organization. Televergence is a WBENC (Women’s Business Enterprise National Council) certified WBE (Women’s Business Enterprise).
The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space. David manages the fully staffed, U.S.-based 24 x 7 x 365 Network Operations Center (NOC), whose team members are familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to VoIP enabled conversion and loan equipment program for legacy platforms and a no cost or commitment, 10,000 minute trial are available to prospective customers who otherwise qualify.
Leadership, membership, advisory and board roles are maintained within numerous Professional Trade Organizations, including the American Marketing Association, the Better Business Bureau, Federal Internet Service Providers Association (FISPA), INCOMPAS (formerly known as Comptel), Insights Association (formerly the Marketing Research Association), Nashville Chamber of Commerce, National Association of Women Business Owners (NAWBO), Professional Association for Customer Engagement (PACE), Receivables Management Association (formerly the DBA), Telecom Associates, WBENC, and Women In The Channel (WIC).
Ira Globerson, Vice President of Sales + Channel Chief