Customer type
The company provides call centre technical support services for products of major multinational corporations with more than 500 employees and annual turnover over 100 million CZK.
What situation did he deal with
In 2006, the customer planned to optimize the cost of the voice infrastructure while maintaining the required vendor lock due to the use of existing hardware.
In 2019, the customer planned to completely relocate operations to another location while keeping voice services available without the downtime associated with VoIP PBX upgrades.
Subsequently, in 2020, he needed to cover the transition of the majority of the call center agent traffic to a home office work mode with the ability to operationally record voice navigation to the PBX.
What we helped with
In 2006, we delivered our own highly available voice platforms to meet customer requirements for vendor lock and central configuration of end phones.
For the new site in 2019, we selected and delivered a reliable physical hardware cluster on which a custom voice platform meeting customer requirements was run in virtualization. Departmental moves were made possible while both PBXs were in operation by providing temporary internal connections between the sites on their own fibre optic links.
We implemented mechanisms to smoothly transition to a majority home office call center mode with maximum use of staff mobile phones to control voice queue services. Voice message recording operations for IVR machines were made available directly to PBX users in 2020.
What the solution brought
Cost optimization of the voice infrastructure was achieved through the use of a proprietary voice platform. In addition, the customer was given almost unlimited possibilities in designing complex IVR sturctures and voice queues according to the customer’s demanding client specifications.
The proposed cluster and virtualization model allows for future upgrades and modernization of individual components without downtime and the need to add hardware while maintaining high availability.
