- 12/2010 - IP Telephony deployment in Santa Cruiz Medical Distributor
During the VoIPCenter Workshop in Curitiba, iTFLEX presented a success story about the deployment of IP telephony project with Khomp boards for the largest medical distributor in the country, Santa Cruz.
With 55 years in the market, the medical distributor Santa Cruz serves more than 27,000 pharmacies in the South, Southeast, Midwest, and Northeast of Brazil, accounting for more than 85% of the national pharmaceutical market.
Given its expanded infrastructure, the distributor felt the need to modernize its system of communication between their branches and also service of their call centers.
There were limitations of hardware for expanding the channels of the IVR and dialer from the digital legacy PBX and analog lines without integration of IP telephony. It was necessary to increase the quantity of lines and trunks and implement new features like IVR, conference rooms, and voice mail among others. Additionally consolidating 6 call center units in PR (Curitiba) and SPC (Osasco) with management systems to optimize the service and management by IT personnel, redundancy and high availability, IP telephony integration of subsidiaries, and also reduce monthly costs.
The solution implemented was the PABXFLEX that attended the need for a IP PBX, WEB management interface, and based on open source Asterisk software and Khomp boards with high processing capacity interfaces for E1 and GSM (K2E1-SPX and KGSM-SPX).
The project demanded enormous dedication of the iTFLEX maintaining in operation all the telephony infrastructure during the solution migration, that today has 08 branches and consolidated six unit into two call centers using the management platform CTVoicer.
The change in numbers
In October 2010, the Curitiba unit recorded 125,000 calls, with an estimated peak days of 10,000 calls / day and 2,500 connections per hour. Of these calls, 15% are answered promptly by the Personal Attendants, and the remainder of calls are answered and handled by the implemented overflow IVR platform. CTVoicer overflow platform was one of the differences which resulted in the successful solution, working to manage the excessive calls in peak hours, relocating the calls to idle workstations.
With this platform it was possible to obtain 97% of link distribution, or 3% loss of peak hour connections outside of the reduced operating costs.
- 11/2010 - TICKET TO IMPLEMENT URA WITH DNK AND MANAGE RELATIONSHIPS WITH B2B AND B2C
Ticket has started 2010 facing a major challenge: migrate its Call Center service supplier. With tight deadlines, one of the most important items was the development of the URA (Audible Answer Unit) that needed to be finished within a record breaking period. The solution found was inside the company when a traditional service provider was consulted. Result: Ticket chose to develop the URA with DNK INFOTELECOM.
“Additionally, other solution possibilities are being considered given the positive results attained with the URA”, says Francisco A. Dionísio, director of Operations & Logistics at Ticket. “The system is prepared for rapid growth by inserting answering modules”, he completes.
According to the executive, Ticket chose DNK services for three basic reasons. First, the URA knowledge the company acquired, since DNK is a partner of Ticket's Call Center service provider company. Optimization of cost was another important factor in the negotiation with Ticket managing to “do more with less”. “We cost-effectively increased the number of URA ports”, Dionísio explains.
In this sense, another fundamental point was the short period to finish the URA development activity, which was a determining factor for Ticket. If the deadline was not met, any delay would have had a great impact in the Call Center migration. “The DNK team was fully dedicated to Ticket, did not measure efforts and we managed to complete the project within the deadline”, the executive explains.
One of the determining points to choose DNK was that it is a 100% national developer. Dionísio says it makes all the difference the manufacturer being present in terms of technical assistance, which results in higher security for all implementation stages.
“Today we have established a direct relationship with the supplier, which allows us to meet up whenever there is a need to discuss new implementations, new technologies, among other possibilities”, the director of Ticket specifies. He adds that the supplier helps think about changes by sharing its outlook and experience from other services provided. “This speeds up our operation. The results attained will only serve to enhance the partnership. In 2011, we will take advantage of this to start another project, namely the full revision of the URAs”, he reveals.
URA installed at Ticket has a capacity of answering 90 channels at the same time, features duality in the management system and installed security at the remote access site and the operation follows all the security and governance recommendations required by the company, Ântimo Gentile Filho, Commercial Director of DNK explains. It features a 7x24 maintenance system and relies on analysts allocated full time for the operation. The URA is assembled on modern platforms with PCI Express Telephony Boards certified by Anatel.
The URAs supplied by DNK use Khomp Telephony boards that are also manufactured in Brazil, which helps a lot with support. Khomp offers a full range of products, telephony boards, recording, outbound SMS, high availability gateways, and other solutions. During the development of its URA, DNK chose Khomp based on their technical capacity, support, and ability to always stay tuned in with market needs.
In early 2010, Ticket set off the process to change the Call Center service supplier. The objective was to leverage the moment of migration and improve the operation control points, as well as broaden the implementation of security standards established at the organization.
Dionísio recalls that DNK was a supplier of URA services and with the change of supplier a direct partnership was established. For the operation today, Ticket works with Avaya telephony system, Nice recording, IP technology integrated in the CTI.
“Ticket's operation is complex to the sense that we serve both B2B and B2C. URA is developed according to every segment and integrated with the CTI when we serve B2B”.
- 09/2010 - Success Cases by Canal Telecom with Khomp hardware: Customers Zappellini and Gavazzoni
Chain store with over 40 Furniture and Appliance shops with strong presence in Western Santa Catarina. Due to the increased growth in the last years, the Bebber Group company needed to broaden its investments in technology to better serve its customers. The main objectives in the telecom area were the following:
- Corporate voice integration between head office and the 40 branches;
- Implementation of new functionalities
- Reduction of telecom costs
- Improve voice communication
Transportadora Zappellini is established in the state of Santa Catarina and has more than 26 branches to handle transport, distribution and logistics of cargo to the entire national territory.
To expand its telecommunications, Zappellini had as objective the corporate voice integration between the head office and the 26 branches, implementation of new functionalities to modernize customer service and reduce telecom costs.
Canal Telecom designed the software and hardware structure for the cases. As software, it worked with Asterisk 1.4.x platform and softphones; as hardware, it used Khomp's E1 and GSM boards (K2E1-SPX and KGSM-40 SPX) and analog gateways.
The result of that structure should meet the project requirements, deemed to be critical factors to assure the quality of the solution such as Internet operations, concern with ready packages, knowledge to use and implement the system, and development of user's culture. To do so, the integrator worked hard in dimensioning the band, traffic priority adequate to each service in the network (QoS, quality of Service), minimizing jitter effects (jitter buffer), good dimensioning of links, low package loss, as well as the choice of VoIP pieces of equipment that would also support other conditioning operations such as gain/attenuation, silence suppression and echo efficient cancellation.
For the solution, then, the products Gateway Multiservices and Shaper Canal Telecom were installed with basic functionalities of PABX (extension-extension calls; call transfer, capture, on-hold, etc) and some advanced functionalities (call conference server, automated answering – URA, Fax server, Call recording). In addition, advanced CTI integration tools were implemented, integration with internal control software, SMS gateway, management panel, and data link QoS.
Voice and data integration in this new solution allowed the companies to have voice communication between branches and head office at zero cost by centering the long distance and local outside calls from any operator, whether virtual (VoIP Operators) or local (Telecom in general). On top of that, it allowed to hold conference rooms approximating managerial decisions of all branches with head office; unified numbering plan for the entire company, better use of the landline and cellular operator plans, mobile extensions on smartphones and the use of IP telephony providers.
- 07/2010 - Call Contact Center deploys the solution ExtendVoIP from Comunix using Khomp board
Considered the largest call center company in the country’s Midwest region, Call Contact Center is among the top 10 call center organizations in the country especially because it is one of the first Brazilian companies to develop a platform integrated with open source communication software using a 100% IP-PBX platform for attendance. It has branches in Sao Paulo, Rio de Janeiro, Boa Vista, and Paulinia, composing of about 3,500 points of service with more than 23 operations distributed between the public and private markets, whose annual call volume is about 80 million.
Part of their success is contributed to the evolution of their attendance solutions. In the past a call in their site consumed resources of the PBX, IVR (Interactive Voice Response) Recording, Billing, Dialing, Pricing, and ACD (Automatic Call Distributor) based on complex high-cost hardware, which made it difficult to maintain and update.
In 2006, seeking the scalability for its solutions, Call migrated their first customer, with about 5000 calls / month to a new platform ExtendVoIP, a solution developed by Comunix Technology, based in soft-switch and telephony boards.
The solution handles any extension connected to an IP extension, via SoftPhone or IP Telephone. Making it possible to use various Medias (Voice, Data, Video, SMS, Conference, Chat, Fax, E-mail) and by using mobile agents, centralized information management permits the creation of Home Call Centers.
In composing this solution, at each of Call’s sites, we have implemented three key elements:
• Database server to store the information generated by the system;
• ACD / CTI server with the task of creating queues for handling call distribution, voice recording and screening and other resources;
• E1 / IVR server using the K2E1 SPX board by Khomp, which perform the conversion of calls from PSTN to VoIP in addition to providing IVR services.
In this solution, the resources are distributed between the three servers, without any dependence on the hardware of the equipment. The hardware in turn is proportioned using Khomp communication boards, depending on the demands of the service. This enables the solution to scale and increase the service capacity; by adding more resources to the server (memory or CPU, Hard Disk) or even new elements to the network, besides the possibility of redundancy for failure or load balancing of multiple servers.
The project ExtendVoIP costs 70% less than hybrid telephone switches installed in the Datacenter, also results in improved voice quality, and the convenience of retrieving recorded calls, i.e. bringing the necessary reliability and operational stability.
In 2008 with this reliability, Call had already migrated one million, five hundred thousand calls / month to the new platform, which continued growing and today has 100% of the attendance done by the ExtendVoIP platform, which garnered the company an estimated savings of R$400 thousand per month.
All this structure and development gave Call Technology in November of 2009, the title of winner of the Brazilian Association of Teleservice with the prize "ExtendVoIP: Revolution in Call Center Market". The project continues to grow with the implementation of features directed to the recognition and biometric authentication by voice.
- 05/2009 - VoIP with Asterisk at the Justice Court of Santa Catarina
The Justice Court of the state of Santa Catarina is benefiting immensely from extensive use of Voice over IP. Besides allowing zero cost for the calls between the various units throughout the state, the central administration of the telephone is easier and more practical.
Access the article published in Linux Journal Magazine, February/2009 edition.
- 12/2008 - KPMG DEPLOYS COMMBOX SOLUTION BY VOICELINX IN THEIR HELPDESK
KPMG deployed at their headquarters in São Paulo/SP the solution COMMBOX by Voicelinx, a client of Khomp. Fully integrated with the PABX Siemens HiPath 4000, the COMBOX is a communications platform providing the functionality of ADC, IVR, Callback, Call Center Monitoring, Recording, and connectivity of local and remote agents. KPMG’s installation provides a reduction of attendance time, reduction of abandoned calls, total control about an operation, and even functionality of callback. The COMMBOX solution identifies users by the number calling the IVR, opens a navigation menu with the call time and prioritizes the calls in the queue conforming to the dialed options.
The IVR even provides KPMG with the possibility that users with a blocked password unblock their password 24 hours a day, directly by the IVR and without needing the intervention of a helpdesk analyst. The agents effectively login, logout, and pause (for different reasons) right from the application installed on their computers.
The COMMBOX allows analysts located in São Paulo and Rio de Janeiro to be part of a single group ACD, and calls originating from all sites of KPMG in Brazil and abroad are distributed among them.
Call Center monitor allows the control of telephone traffic and issues reports and graphics monitoring completed calls, calls in the waiting queue, abandoned calls and dropped calls and performance of agents and ACD groups.
When a user is put in the waiting queue, the COMMBOX informs the average time of attendance and opens an option for the user, who does not want to be waiting in the queue, to enter a phone number where they would like to receive a call (callback). The first analyst that is available receives on their screen a callback request, and by clicking their screen once the system makes a call to the user automatically.
- 10/2008 - AlmavivA of Brazil increases call center with Khomp boards
The Italian group AlmavivA, is specialized in contact center segments, CRM, and information technology outsourcing, and has 39 subsidiaries in Italy and four abroad in: Tunisia, Romenia, China, and Brazil. The company installed their network in Minas Gerais, starting operations in 2006, with an investment of 30 million to mount a call center with two thousand personal attendants (PA), attending 160 million contacts.
In 2007 the company announced the arrival of Tadeu Perona to assume the role as IT manager for the company, focusing on cost reduction with the implementation of ITIL (Information Technology Infrastructure Library), and organized the technology expansion of the company. With an investment of only R$ 50 thousand, increased 200 PAs, based on the Asterisk IP PBX platform, running on Linux, to provide personalized services for the contact center.
According to Perona, investment was mainly in hardware. The adopted solution, the company created a default hardware which includes 10 servers, each one with 4Gb of memory and 3,2 GHz dual processors. Each server contains two Khomp boards with two E1, or 1.200 channels, and each group of four servers has one SIP Server. The system also has a 15 meter radio tower and two fall back solutions, via radio and fiber optic. Perona said “The big challenge is to create a stable system, with a high volume of calls that perfectly manages information”.
According to him, “besides its low cost, it is a system that is independent of suppliers, and integrates with any other solution on the market, has rapid implementation and customization is easy and can even create other channels of communication with the client, like Interactive Voice Response (IVR), predicative call center, and recording of calls”.
Today the business with a total of 3,2 thousand PAs in Belo Horizonte and São Paulo, six thousand employees and a monthly revenue in the order of R$ 7 million.