Case Study
Vocalcom, a leading provider of solutions for international call centers, has
deployed RAD Data Communications’ Vmux-2100™ voice trunking gateway to
eliminate poor performance E1 lines between Paris and a Casablanca call center.
“Our previous equipment suffered performance degradation at every peak in
traffic, and that created constant user dissatisfaction,” explains Anthony Dinis,
Vocalcom’s Director of Strategy and Development. “Communications quality is of
utmost importance in our operations, especially because poor voice transmission
can make it difficult to understand the accent of a non-native French-speaking
teleoperator,” he continues. The compression capabilities integrated into the
Vmux-2100 meet Vocalcom’s strict requirements and standards by regenerating
natural speech qualities.
“RAD perfected the Vmux to such an extent that the device generates the precise
amount of background noise that is necessary to ensure the user’s auditory
comfort on the line,” Dinis adds. This noise, moreover, is artificially generated at
the trunk end point to save bandwidth. Given that a single E1 leased line between
France and Morocco costs ,000 per month, every single kilobyte that can be
saved is valuable. While call centers are now being relocated offshore at a rapid
pace, the cost of international telecom links can considerably erode expected
savings. “The voice compression capability of the Vmux was the second argument
in favor of choosing the RAD solution, since the savings in labor costs accrued by
the offshore relocation of the call center cannot be compromised by higher than
necessary transmission costs,” Dinis notes.
Offshore Call Center Requirements:
Auditory Comfort, Leased Line Savings
ˆ17
High Quality Voice over Offshore Call Center
Telecom Links
Call Centers
Call Centers
Challenge
Solution
Benefits
To improve voice quality and
reduce international line costs
between main office and
remote call center
RAD’s Vmux-2100 voice
trunking gateway improves
performance of E1 lines by
regenerating natural speech
and reduces leased line costs
by compressing the traffic over
fewer links.
• High quality voice
• Lower leased line costs
• Fast payback
• Easy installation
Vocalcom, France
“Communications quality is of utmost importance
in our operations.”
Anthony Dinis, Director of Strategy and Development, Vocalcom
Compressed Voice Reduces Costs; Provides Payback Within One Month