TELEVERGENCE SOLUTIONS (TSI) SAVES INSIGHTS ASSOCIATION (FORMERLY THE MARKET RESEARCH ASSOCIATION) CALL CENTER CO-MEMBER OVER 30% ON LONG DISTANCE AND TOLL FREE SERVICE

Overview

This customer is a market research company located in middle America, conducting research in B2B, consumer, healthcare, and agriculture markets. Although they were satisfied with their current ILEC provider, their system was operating on older technology with POTS lines installed to each of their 100 call center agents in two locations. The smaller call center houses 25 agents and the larger call center houses 75 agents.

Their new CEO was interested in exploring ways to modernize their system and reduce telecom costs, including the utilization of VoIP enabled connections.

While TSI’s rates and products are competitive, C-Level account management provides their customers with access to senior executives. Customer service as a competitive advantage and a dedicated Customer Success Manager is TSI’s unique value proposition that drives the company's 30 years of success and average length of customer at 14.7 years.

Background

The customer was paying access charges at $20 per POTS line, or $2,000 per month in MRCs. Usage rates were close to 2 cents per minute.

The Televergence team worked directly with the CEO and their IT specialist to define a network testing protocol for the first call center, including a TDM to VoIP enabled gateway, using 7 lines over 2 months. Happy with the testing results, the customer committed to moving traffic and signed the contracts.

Challenges

Televergence’s technical leadership and team worked closely with the customer and gateway manufacturer to successfully implement a complex inbound routing requirement.

There were significant re-wire issues that needed to be resolved in order for the second, larger call center to be added to the Televergence network. Guidance and proposed solutions for the re-wire project was provided by Televergence’s CTO. The customer qualified a local contractor to perform the re-wire that was required in order to complete the 75 agent call center POTS line to VoIP enabled conversion.

Solutions

The customer was able to bring all 25 agents from the first site up on the Televergence gateway with VoIP enabled connections within the third month after testing. The second 75 agent site is scheduled for the TDM to VoIP enabled conversion.

In addition to an average monthly savings of $2,000 due to the conversion of POTS lines to VoIP enabled connections, the customer is saving an average of 20% in usage costs based on lower rates per minute for an overall savings of more than 30%.

About Televergence Solutions (TSI)

Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of success and an average length of customer of 14.7 years to quality and competitively priced products: inbound toll free and high calls per second/call completion rate outbound long distance. Pre-qualified candidates receive a 10,000 minute free trial.

C-Level account management provides their customers with access to senior executives. Customer service as a competitive advantage and a dedicated Customer Success Manager is their unique value proposition that drives the company's 30 years of success and average length of customer at 14.7 years.

Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.

The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to VoIP enabled conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.

Leadership, membership, advisory and board roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Federal Internet Service Providers Association (FISPA), Insights Association (formerly the Marketing Research Association), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC). WBENC (Women Business Enterprise National Council) certification has been submitted (July, 2017).