Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
R. Aju Eko Suprati
Ketua Subkelompok Program dan Anggaran
0
MEMBER
Firas Kurdi
Customer Service Director
0
MEMBER
Atif Mehmood
Contact Center & Retention Business Head
9
MEMBER
Selin İcer
Quality - Training & Academy Director
13

Case Studies : Intermedi@ Marketing Solutions

Requirement
Intermedi@ (http://intermediamarketing.com) needed to create a VoIP call recording platform on top of a large scale SIP based telephony system with zero impact to IT systems and customer experience.

Prior approaches for VoIP call recording and monitoring created performance bottlenecks in the number of simultaneous calls that could be recorded and in the quality of voice service delivered by the SIP servers.

Intermedi@'s call center call recording need was driven by four primary areas: 1) adherence to customer contractual service level agreements 2) compliance to regulatory legislation; 3) improving the quality of the customer experience; and 4) enhancing the training and performance of the call center agent.

Intermedi@ has an IT staff of about 45 individuals with an operating philosophy of providing comprehensive and flexible solutions for its Fortune 500 customer base. 

The call center environment features extensive use of Open Source applications.  The inbound/outbound calling/dialing is performed by several Asterisk PBXs and VICIDIAL dialer engines with MySQL, Apache Tomcat and GNU Linux for database and browser interface functionality.

Oreka TR's open source core meant that Intermedi@ could do advanced evaluation and make sure it was technically viable before committing to use Oreka for VoIP recording on Asterisk and VICIDIAL. This approach enabled Intermedi@ to quickly identify areas to enhance Oreka TR's solution design, rapidly modify the code, and extensively testing the enhancements before deploying the VoIP call recording system.

"The traditional recording systems we looked at were proprietary with limited integration flexibility.  With Oreka TR, we implemented the whole stack without any proprietary part. We got support from OrecX and we also made a few in-house changes to the system that would not have been possible with a traditional solution."  Matt Roth, Project Lead.


Solution Design
To solve the performance bottlenecks that Intermedi@ was experiencing, OrecX deployed Oreka TR VoIP recording application in a distributed architecture with several Oreka core VoIP recording servers running on each Asterisk server and with a central Oreka Database/User Interface server.  Oreka

Also, the transcoding and storage of the audio data is centralized.  Audio data is captured in wire format at each Asterisk and VICIDIAL server, and then forwarded to the central server where it is transcoded to Intermedi@'s preferred storage format. 

Intermedi@ requested that Oreka be integrated with QueueMetrics, their existing call center performance management applications, so that Users can monitor real-time VoIP interactions, as well as playback recorded VoIP transactions from within QueueMetrics for additional performance monitoring capabilities.

Lastly, Intermedi@ received international recognition for the Oreka TR call recording and monitoring project when it was recognized and awarded by Linux World as the "Best New Use of Open Source" in 2006.


Business Benefits
According to Intermedi@, the total cost to design (including external consultants), build out the IT environment, and implement Oreka TR VoIP call recording and real-time monitoring was $500,000 less than competitive vendors.  Further, maintenance costs amount to another $100,000 in annual savings.

Qualitative benefits include: improved customer quality, increased efficiency in agent training; investment security (access to code); and independence from single vendor for support and professional services.

As a result of implementing Oreka TR VoIP call recording and monitoring, Intermedi@ Marketing Solutions has saved a substantial amount on the upfront and on-going investment as well as improved its ability to engage and take on new customers from the savings and increased call recording functionality.

"The capabilities of the Oreka TR open source recording solution allowed us to take on work for which we would otherwise not been able. The enhanced monitoring features and the integration to our performance analytics tool increased our call quality and gave us additional capacity to pursue new clients.  Vance Dailey, VP, Information Technology


About OrecX:
Company LogoBased in Chicago, OrecX provides open source VoIP and TDM recording solutions.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Qualfon:
Company LogoQualfon is a mission-driven BPO company, a global provider of contact center services and back-office processing, and a story of a united family. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have over 16,500 employees serving international brands across many industries, and our 28 strategic outsourcing locations span the United States, the Philippines, Guyana, Costa Rica, and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price. We "Think Big, Remember Small", and drive the difference between "what you have the right to do", and "the right thing to do".
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, March 26, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31733 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =