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Client Overview
One of the largest cable and internet providers in the Philippines sought the expertise of RVN Technology Solutions Inc. to address critical issues with their call center operations. Their existing IP-Telephony system was outdated, lacked necessary technical support, and came with high fees for each technical issue they encountered. The system’s limitations made it ineffective for running a fully optimized contact center campaign.
The Challenge
- Outdated System: Their current IP-Telephony system was no longer meeting the demands of a modern contact center, with outdated features that hindered campaign effectiveness.
- Lack of Technical Support: Each technical concern resulted in costly fees, and the client struggled with the lack of consistent and reliable support for their existing system.
- High Operating Costs: Additionally, the reliance on expensive E1 lines further strained their operational budget.
They needed a robust, cost-effective, and scalable solution to modernize their system and improve efficiency while reducing operating costs.
Our Solution: RVN Technology Solutions Inc. deployed a tailored ICT solution to meet these needs, consisting of:
- VoiceLink Call Center System with GSM Gateway Solution: This cutting-edge system replaced the outdated IP-Telephony infrastructure, allowing the client to move away from expensive E1 lines and adopt cost-saving GSM technology. The solution also offered advanced features designed for contact center campaigns, addressing the limitations of the previous system.
- Automatic Dialer: By integrating an automatic dialer, agents were empowered to reach up to five times more customers, significantly boosting productivity compared to the previous manual dialing process.
The Result
- Cost Savings: The GSM technology led to immediate cost reductions by eliminating reliance on E1 lines. Additionally, the new system required far less frequent and costly technical interventions, saving the client further expenses.
- Improved System Efficiency: The modern VoiceLink Call Center System provided features that the old system lacked, enabling a more efficient and fully optimized contact center operation, perfectly suited for the client’s campaign needs.
- Boost in Productivity: With the automatic dialer, agent output increased by 500%, allowing them to focus on productive calls and improving customer engagement.
