European Voice Delivery Solutions 3

[marnieviv]

I have currently taken on a new role as the voice service delivery co-ordinator, and one of my objectives is to look at a cost effective voice solution of delivering voice calls from 25 European sites into one centralised number which in turns delivers to one country which has symposium and call pilot to filter the calls to the appropaite agents. Any suggestions on how this can be managed? Have already looked at the route of IP, but this is not currently convenient as all the European sites would have to be upgraded.
Thank you

 

[RafaB]

I'm going to ask for a bit more information if that's okay.

Do you have any idea of the inter-site call traffic that would be generated ?

What is the company objective ?

You mention routing to Symposium Call Pilot then to appropriate agent, is the agent on the central site or are they scattered around the 25 sites ?

In terms of your statement regarding upgrading the switches for VoIP, this is not necessarily true as you could bolt on IP Gateways such as Boscom which are pbx independent. These boxes are capable of delivering what you require at a very reasonable price, providing your switch has some kind of intelligence to route calls. Just bolt them onto your data network and pbx and away you go, almost !

 

[CDRMAN]

You could look at GIS from AT&T , It can provide in some countries a local number, Domestic toll free or an ITFS
AT&T can send these numbers to large amount of countries. For instance Ireland to UK , or Australia to China.
They can provide a routing in the network , route by country code , TOD etc.

GIS prices are less than ITFS ,,,,,,If you are a BT customer they offer the same product ,I just forget the name

 

[marnieviv]

Hi Gerradrules,
Thanks for your quick response. In answer to your questions please be advised that currently I do not have figures of call traffic, although I have an idea that call traffic will be minimal ranging from 5-30 calls per week per site. Althoguh I will be conducting due dilligence on each of these sites over the next coming months. The company obejective is to have one centralised helpdesk in Europe with potentially multi lingual agents, however this can be a costly options, and didn't know how other contact centres have got round this before, and if there is any other options, as I will also have to find someone to record my announcements in the relevant languages in call pilot.
Thanks again. thes ecomments are proving to be extrememly useful to me.

 

[RafaB]

With that level of calls between sites it might be more cost effective to simply do an automatic number divert on the originating call ie trunk to trunk transfer to the Central HD. The cost of international calls are quite low these days so if you speak to your carrier you will probably be able to work out the maths and see if installing hardware is financially viable. You'd need to calculate average call length x q'ty calls x pence per minute x operational days in the year, then weigh this up against hardware costs to link the sites up. If you require inter-site features then again weigh up the cost and the benefits.

Setting up in this fashion means you can do it quickly and then monitor the actual call traffic and decide in a few months whether you may be better off with IP connections.

On a second note will any agent scripting / IVR be involved as we have a product which can script multi-lingually through identifying number called or where the number originated ? There are companies out there who you can outsource the recordings to so you give them a script and they will record the greetings on your behalf, rather than you having to procure a voice for 15 languages separately.

 

[CDRMAN]

Lionbridge provides recording many languages, They can provide them to you via a WAV file or you can download them from an FTP site
Personally i would place as much of the call routing and menu choiceis in the network , less for you to deal with and it gives you the option of sending calls to other locations for Disaster recovery

 

[Sphoneman]

This is one type of scenario:

I just installed a local 40 office type set up with MCI as the LD carrier with a Nortel BCM with Call Center Professional using 3 PRI's.

How they did it:

They took the published local phone # of the office & Call Forward to a unpublished toll free MCI # which placed it in a MCI Platform giving the customer 3 options (two of them going to the Call Center).

MCI sent to the Call Center on a published toll free # with the DNIS value which assigned a code # for the office the customer was calling to.

When the DNIS value hits our Call Center it is directed to the group of agents we assigned to answer that value.

Once it is at your site you can assign the agents for that language. The agents would see what office the caller was calling to.

This site has been handling 900-2000 calls per day with less than 20 agents.

Steve
tele-dataservices.com

 

[marnieviv]

Hi,
Thanks for some great information, this is certainly giving me more options to explore, and for me to put to the business. I am keen in knowing some more about the product which can script multi-lingually through identifying number called or where the number originated.
Thakning you Kindly
Marnie