As a business process outsource (BPO) contact centre comprising some 600 seats, Velociti offers a blend of inbound and outbound services. According to Denzel Marimuthu, IT Manager at Velociti, a large part of the company’s service is focused on the telesales environment, while the other core aspect is providing customer service solutions.
“Being a voice provider, it is absolutely critical that our agents are able to communicate with clients efficiently and effectively. If they cannot talk, they cannot work. If our clients can’t hear them, they cannot deliver a service. In the almost ten years we have been in operation, Velociti has gone through multiple service providers in our quest to find a solution that could meet our exacting standards. Most have failed either in terms of service or cost,” he says.
“Neotel’s addressed both our needs, with a structured costing model and an excellent back up team.
Marimuthu points out that Neotel has taken a serious and aggressive approach to the contact centre market over the past few years and this brought the company to his attention.
“We chose Neotel because they were clearly the best service provider for our industry. This was not an overnight decision – it was based on a careful analysis of other contact centres using their services.”
Marimuthu says that Velociti chose to implement the NeoVoice SIP trunk service, a voice solution that delivers competitive call rates, monthly savings and carrier grade quality calls.
“The solution offered us a 100MB link that enables the clear carriage of voice traffic. In addition, Neotel installed an 8MB breakout line for Internet access within the contact centre.
We offer free WiFi access for our employees’ use, so we are able to use the link to provide this, as well as using it for basic office services, like e-mail.”
Asked about the installation of lines, and switchover to the new system, Marimuthu said, “The solution was implemented within three weeks of our first talks with Neotel. Moreover, my requirements were well accommodated, in that no down time was acceptable, so Neotel performed the cutovers after hours.”
“The way the Neotel team planned and executed the implementation was seamless and superb. Remember that the nature of our business is such that we cannot afford down time; this is the first provider I have worked with where we did not experience any interruptions in service. ”
“Throughout the implementation, we were kept in the loop and constantly informed about progress. I was overwhelmed at the level of support provided by their team.”
The one issue that arose during the installation was the matter of integration, he adds, as Velociti had recently implemented new contact centre technology and ensuring the Neotel solution worked well with this presented a challenge.
“Neotel was the first vendor to integrate pure SIP into our new telephony platform and this could easily have caused some hiccups, but – thanks to good planning beforehand by Neotel’s team – this integration was successful first time around.”
“We were up and live within a month. This is from the time we first made contact with Neotel to them switching our solution on. Moreover, they offered us the service at rates that were extremely competitive – this is crucial when your monthly voice minutes are measured in the millions.”
“One of the real benefits of working with an organisation as professional as Neotel is that I don’t have to worry about managing them from an IT perspective. They are a service provider I can totally rely on and I know they will deliver on my requirements. It is a pleasure working with them.”
Perhaps the single biggest benefit Velociti has experienced since the Neotel implementation is the increase in voice traffic..
“We used to do approximately 800 000 calls per month with the old service provider. Just six months later with Neotel, that figure has jumped to 7.5 million. This is due to the stability of the Neotel network and its ability to handle the aggressiveness of our predictive dialers. None of the other providers we have used in the past were able to carry this kind of capacity before. This means our productivity levels have increased massively while at the same time the voice clarity is far better. In the contact centre industry, voice clarity is the gold standard we all aim for,” he says.
“The redundancy for our voice services has also improved. Neotel installed a second link that was not part of our initial deal. We were told that this was done because they value our business and want to see us succeed. From my perspective, this is truly fantastic and demonstrates Neotel’s commitment to going beyond the call of duty.”
The other major benefit is the simple fact that voice quality is vastly improved, meaning that communications between agents and customers are much clearer, reducing the potential for misunderstandings to occur.
“What sets Neotel apart for me is that they act as a partner to our business, and truly understand the needs and imperatives of our service. If you are in an industry where voice is critical to your business, you should be with a service provider that appreciates this fact, and that service provider simply has to be Neotel,” concludes Marimuthu.