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.