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Financial Company

Challenges

Our customer is one of the leading 401(k) administrators in Colombia, a privately held financial company that manages several retirement funds worth USD $113 billion with more than 2 million customers. They have 36 regional sites throughout Colombia and employ more than 3,000 people.

In 2007, the company decided to switch from a traditional voice network to a new voice over IP (VoIP) convergent telecom infrastructure.  The rationale behind this decision was that the overall communications cost would lower with the adoption of the new technology. They wanted to implement the migration to VoIP in several phases and keep track of the impact on telecom cost as they were executing the migration plan.

Once the whole company was using the latest VoIP technology, they wanted to be able to charge back each office and division for the use of the new infrastructure, thus recovering the investment and creating a new profit center in IT within the organization.

Solution

After careful review of many options, the company selected Xpensert TEM as the ideal solution for the job. Call Detail Records (CDRs) began to be collected in each site either with the new VoIP switches already installed or with the old legacy equipment they had.

The call information collected from each site is sent every five minutes over secure channels to Xpensert’s centralized processing facilities where valuable information is added to every CDR such as cost, employee, division, office, etc. Nearly 300.000 calls per month get aggregated in a database with complete cost and network traffic information.

Several user accounts were created for IT and Financial employees to grant 24/7 access to the reports and analysis tools in Xpensert’s TEM web site. Also automatic report distribution was setup so that key personnel got timely information analysis right on their email inbox. 

Benefits

During the migration process to the new Voice over IP telephony the company was able to measure the real financial impact of deploying the new switches and telephones.

Since 2008, after the company had completed the migration to VoIP technology, they designed a complete billing schema to charge back for:

  • Calls within the same site

  • Calls between sites on the same city

  • Calls between sites on different  cities

  • Calls to special numbers like their internal help desk

In addition to these internally created billing schemas the company renegotiated national, international and mobile rates with service providers based on real consumption statistics per site.

The combined effect of charging back for the use of the new VoIP network and reducing the service provider rates has been a fast recovery of the money invested in the project and the creation of a profit center in the IT department.

Report execution in the web interface 24/7 allows IT and Financial users to have access to the telecom traffic and cost information whenever they need it from wherever they are.  Furthermore, the automatic scheduling of reports puts relevant data in the hands of corporate managers that can make timely informed decisions.

Key Technologies

The ability of Xpensert’s call detail capture modules to read legacy and VoIP data streams was very important for this project: it allowed mixing and analyzing information from both sources thus facilitating the comparison and measurement of the VoIP impact over the organization.

The ability to centralize the capture of data in a single server was also very important: the legacy voice equipment required the installation of capture modules in each site, while the new VoIP switches are able to send their call details over IP channels to one capture server. A single point of administration for all the captures lowered the IT overhead: Xpensert’s capture modules are able to monitor and collect data from many different sources simultaneously and flawlessly.

The online processing of these CDRs requires a robust database and hardware configuration that Xpensert maintains for the convenient use by its clients.

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.