11 September 2018 – WTL today announced that it is working with Vonex Telecom, a fixed line operator in Brazil, to improve the quality and quantity of voice calls made by call centres across the country.
Brazil is a major offshore destination for call centres alongside China, Czech Republic, India, Malaysia, Singapore and The Philippines. It is estimated that there are more than half a million people working in call centres in Brazil servicing businesses and consumers across the country’s 210 million population as well as in English, Portuguese and Spanish speaking countries abroad.
A licensed operator in Brazil since 2005, Vonex is the leading provider of local, national, international and long distance voice services to businesses of all sizes across the country. It has been providing voice solutions to call centres in Brazil for the past 10 years. One major problem Vonex’s customers faced was a limit in the number of Calls Per Second (CPS) that they could make using Vonex’s traditional IP to TDM equipment supplied by companies such as AudioCodes.
Call centres generate very high numbers of call attempts often by so-called Robocall systems, although the duration of many of these calls can be relatively short. For an outbound call centre making cold sales calls, the system may be set up to automatically generate a call attempt but, if the call is terminated or unanswered, further attempts may be made almost immediately.
Unfortunately, although traditional call centre systems are capable of handling thousands of simultaneous calls, the number of new calls that can be generated in a second is often less than 20.
In particular, Vonex had installed a system capable of more than 10,000 simultaneous calls, however, it could only use around 30% of this capacity as the number of new calls that could be made was limited by CPS processing.
Fadi Sleiman, President of Vonex said This is a problem encountered by companies that service call centers across the world. If their CPS figure is too high then the whole system crashes. As an industry, we should be measuring the number of new calls that call centre voice equipment can make – 15 in 1 second, 150 in 10 seconds etc – rather than simultaneous calls.
Having worked with WTL many times in the past, once again Sleiman turned to the company to help solve this major problem.
WTL’s R&D spent two months customising and integrating its Multi-Service SBC into Vonex’s existing platform for call centres. The SBC has full responsibility for all the IP signalling and can supervise all the IP to TDM calls made. The result was significant with immediate efficiency gains: 200 new CPS can now be made, compared to 20-30 CPS previously.
Fadi Sleiman said Without the assistance of WTL and the deployment of the Multi-Service SBC, we would have been forced to invest in additional gateways (and more physical capacity) in order to achieve the same throughput levels. WTL eliminated the inefficiencies this would have created, allowing us to make the most of our infrastructure investments.
Vonex is a long-time customer for WTL’s VoIP switches which are being used to manage the transfer of voice calls between Vonex’s VoIP network and other fibre and cellular networks in Brazil. WTL also developed a Lawful Intercept (LI) system for Vonex which enables it to respond quickly – and in accordance with the current legal guidelines in Brazil – to demands from law enforcement agencies to intercept (VoIP) voice calls to and from nominated businesses and customers.
The MD of WTL said This is an innovative solution developed for Vonex, which is itself an innovative company. Together we have now solved a problem faced by call centres around the world.
About WTL
Headquartered in Belgium with offices in the UK, Nigeria and Brazil, WTL helps operators in developed and emerging markets to deploy cost-effective, reliable voice and data networks for both rural and urban environments.
WTL has deployments world-wide with a well-deserved reputation for excellent service, reliable products and an expert team.
WTL’s innovative, practical and cost-effective portfolio includes its:
Signalling gateways and pre-paid applications for emerging carriers and telecom service operators.
Award-winning range of high capacity VoIP and hybrid VoIP/TDM switches which have been specifically designed to replace the huge, expensive, maintenance-heavy switches that have traditionally been used to transfer VoIP traffic onto other networks.
Award-winning Vivada (Village Voice and Data) which was specifically developed so that operators, wholesale carriers and ISPs in emerging markets can build low OPEX, low-CAPEX networks in rural areas.
For more information visit www.wtl.be or contact WTL’s PR rep on +44 7946 342 903, skype: bridgetfishleigh or bridget@telecomsprafrica.com
