Contact Center

Challenges

Our customer is the contact center market leader in Colombia with 5400 agent’s seats dispersed in 6 different locations throughout the country.  They offer telephone customer service, e-commerce and telemarketing to customers in Latin America and Europe, generating more than 12 million calls per month originating from more than 15 countries. The effective management of the telephony infrastructure and the associated costs of telecom services is a key driver for their success.

The company needed to centralize the call detail data generated in their operations, add key variables to each call including cost, customer, campaign, sale price and call origin/destination geographical data; all the process had to be made online with a redundant infrastructure to minimize the risk of losing data.

Once centralized, the call information should be available to financial and IT users inside the company through an intranet portal accessible 24x7 from any authorized web browser under specific security profiles for each user.  Analysts should be able to access the information with data-mining tools to uncover cost-saving and revenue-increasing opportunities.  At predefined intervals, C-level and mid management also received customized reports in their emails showing critical business metrics. 

Solution

Once the company selected Xpensert TEM as their Telecom Expense Management solution, capture software was installed in a redundant configuration, which immediately began collecting call detail data.  Over the next two weeks, a joint team completed the initial database setup and implementation of telephony extensions, access codes, customers, rate schemas and other basic data. Once set up, the system was configured for online processing of the information collected from the call detail records produced by their private telecom switches and the data collected thus far was processed in batch.

The web interface was configured for intranet access and user profiles and accounts were created to allow 24x7 access from anywhere in the world for online report execution, data-mining analysis and ad-hoc reporting.  Simultaneously, automatic reporting tasks were scheduled to deliver key information by email for Financial and IT users.

Benefits

By using Xpensert TEM this customer addressed many needs while obtaining additional benefits visible to all levels including:

• Reduced telecom cost: using reports and analysis the customer was able to renegotiate service provider rates and to detect telecom infrastructure abuse and fraud.

• Charge back to customers: allocating cost call to each customer/campaign the company ensures collection of 100% of the telephony cost associated to a particular business.

• Increase customer loyalty: the company will open a special web interface and email reporting to allow end customers to monitor campaign development 24x7 thus enhancing their service offering.

Key Technologies

To be able to achieve high volume online call processing, on demand reporting and automated report distribution Xpensert TEM relies on proprietary software components that integrate with Microsoft SQL Server 2008 and other state of the art database and data mining technologies; the use of the Software as a Service (SaaS) model ensures that the customer utilizes the most recent software developments while eliminating software and hardware expenses. The model also allows the IT department to focus on their business while the Telecom Expense Management infrastructure is managed by Xpensert.

About Xpensert, Inc.

Xpensert Inc. provides an innovative Telecom Expense Management service that combines technology tools and subject matter expertise to consistently deliver cost reductions and revenue increases to their customers. Headquartered in New York City the company has direct presence in Latin America and develops its own software solution hosted in world class data centers.