Vocalcom’s Offshore Call Center Communications Travel in First Class at the Price of Economy

RAD’s Vmux-2100 Reduces the Cost of International Telecom Links

July 16, 2003 - Vocalcom, a leading provider of solutions for international call centers, has deployed RAD Data Communications’ Vmux-2100

TDM over Internet Protocol (TDMoIP) Voice Trunking Gateway in order 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.

Offshore Call Center Requirements: Auditory Comfort, Leased Line Savings

“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 €30,000 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 Vmux’s voice compression capability 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.

Saves €30,000 in Leased Line Costs and Provides for Future Expansion

Working in tandem with Vocalcom, Connect Data, a RAD Data Communications distributor partner in France, installed a Vmux-2100 Trunking Gateway at each end of a single 2 Mbps international link, compressing each 64 kbps channel down to 4.7 kbps. The compressed voice allows the remaining bandwidth to be allocated to the transmission of data, including the user’s data records that appear on the teleoperator’s screen when a call is made to the center. While the Vmux’s maximum compression capability allows for up to 16 E1s to be multiplexed onto a single link, a total of eight E1s are compressed in this particular application. In comparison, the installation that had previously been used could only compress at a factor of 4:1, which would have obliged Vocalcom to add a second international leased line. By requiring only one E1 rather than two, the RAD voice compression solution saves Vocalcom a total of €30,000 per month in leased line costs while still providing an option for future expansion.

Simplicity Allows Complete Installation Within Two Hours

“The Vmux-2100 units were fully installed within two hours, which illustrates the simplicity that characterizes the product’s day-to-day operations as well,” notes Ron Sapir, Senior Vmux Product Line Manager at RAD Data Communications. “The fact that the product pays for itself in less than one month testifies to its seamless operation and competitive pricing.”

About Vocalcom

Founded in 1995, Paris-based Vocalcom (www.vocalcom.com) maintains international subsidiaries in Montreal, Chicago, Brussels, Milan, London and Casablanca. The CTI (computer-telephony integration) and call center specialist publishes software and offers solutions to manage customer relations over the telephone, through e-mail, the Internet, fax and snail-mail. Groupama, La Poste, the Elf Group, CreditAgricole and others number among its many customers.

Source : RAD

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