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Customer Success Story: Televergence Solutions (TSI) Saves 10+ Year International Broadcasting Call Center Customer 35 percent+ Over AT and T
Submitted by Televergence Solutions (TSI)

February 21, 2018

TELEVERGENCE SOLUTIONS (TSI) SAVES 10+ YEAR INTERNATIONAL BROADCASTING CALL CENTER CUSTOMER 35%+ OVER AT&T

 
Overview
Throughout the extended partnership with this customer, TSI has routinely designed and executed custom  solutions that exceed expectations at an average minimum savings of 35% over AT&T.  One of the oldest and largest broadcasting companies in the Asia Pacific region, this customer was introduced to TSI in 2004 by the IT consultant who designed and managed their U.S. data network.
 
While rates and products are competitive, TSI’s C-Level account management and customer service as a competitive advantage provides customers with direct access to the CTO, CEO and a dedicated Customer Success Manager.  This is the value proposition and solution that is largely responsible for the company's 30 years of success and average length of customer at 14.7 years. 
 
Background
Their U.S. switch site routed calls to their headquarters and call center in the Philippines.
 
Challenges
Low Cost Calling Card for Resale: This low cost calling card for retailers to resell calls to the Philippines requires low cost toll free routes with a first dial connection that is user-friendly.
 
Domestic Toll Free: A large call center in the Philippines that supports many offerings and requires quality, low cost routes for calls originating in the U.S. or Canada and route to the call center on DS-3 connections to Manilla; and the ability to route U.S. and Canada-originating toll free calls onto the L.A.-based platform for routing to the Worldwide Customer Service Call Center in Manilla.
 
International Long Distance: A poorly performing international carrier needed to be replaced with quality, low cost outbound long distance routes and was an opportunity that TSI initially declined.
 
Colocation: The L.A. colocation, including critical connectivity that supports their worldwide communications and feeds U.S.-created television content, was moving to a different facility. Television broadcast connectivity from the Philippines to U.S. customers also traverse this network.
 
Solutions
Low Cost Calling Card for Resale: The customer initially chose a combination of AT&T and TSI for U.S. toll free access.  TSI became the carrier of choice due to customer support, call quality and costs.
 
Domestic Toll Free: TSI provides eight (8) T-1 cross connects in L.A. to the customer’s cage in the same colocation to support their toll free traffic. TSI’s domestic toll free service provides access to their L.A.-based platform and backhauls calls to the Philippines via their private DS-3 network. TSI began routing 30+ toll free numbers with a disaster recovery plan at no additional charge. All toll free numbers are now on TSI’s network and have been completed with no trouble tickets.
 
International Long Distance: TSI became one of the the carriers of choice due to long-term relationships with AT&T wholesale and other carriers that provided the lowest cost, quality routes.
 
Colocation: TSI’s CTO was closely involved in the consolidation and migration plan design and implementation, oversaw much of the coordination and bundling of services between the two colocation facilities, and helped move the circuits and migrating/bundling traffic at a fraction of the cost if the project had been completed by the colocation facility provider.
 
 
About Televergence Solutions (TSI)
Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of success and an average length of customer of 14.7 years to quality and competitively priced products:   inbound toll free and high calls per second/call completion rate outbound long distance.  Pre-qualified candidates receive a 10,000 minute free trial.  
 
C-Level account management provides their customers with access to senior executives.  Customer service as a competitive advantage and a dedicated Customer Success Manager is their unique value proposition that drives the company's 30 years of success and average length of customer at 14.7 years. 
 
Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.
 
The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to VoIP enabled conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.
 
Leadership, membership, advisory and board roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Federal Internet Service Providers Association (FISPA), Insights Association (formerly the Marketing Research Association), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC). 
 
Televergence is a WBENC (Women’s Business Enterprise National Council) certified WBE (Women’s Business Enterprise).
 
www.tsicorp.net
(800) 770-3691
 
 
 
 
 
 

 

 
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