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Customer Success Story: Televergence Solutions Saves Insights Association and Market Research Call Center Co-Member 55% On Long Distance And Toll Free and Improves Call Quality
Submitted by Televergence Solutions

May 23, 2018

TELEVERGENCE SOLUTIONS SAVES INSIGHTS ASSOCIATION & MARKET RESEARCH CALL CENTER CO-MEMBER 55% ON LONG DISTANCE AND TOLL FREE & IMPROVES CALL QUALITY
 
Overview
"Somewhat satisfied" with their current Tier 1 provider, this prospective customer was not actively shopping, but did have occasional voice quality issues. They were referred to Televergence by a referral source who was confident that their outbound usage and access charges could be substantially lowered and quality improved. Actual total monthly savings averaged $5,500.00 (55%).
 
Of all the internet telephony service providers who presented proposals, Televergence was the only prospective vendor who possessed a strong customer base in and in-depth knowledge of the market research vertical and offered a cost effective, custom solution. Testing began within weeks. Shortly thereafter, the customer moved a portion of their traffic to the Televergence network and, based on their happiness with the Televergence onboarding process, cost savings and customer support, resulted in the move of 100% of their traffic within the first month.    
 
While Televergence’s rates and products are competitive, 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 of more than 15 years.   
 
Background
This call center customer performs market research and polling for major national organizations. Although they were testing with another VoIP provider; due to the very poor results using the carrier-provided Cisco 5300, which they had no access to, this was not perceived as a feasible solution.
 
Challenges
The customer’s current access to the provider’s network was via 20+ T-1/PRI circuits. Their monthly spend during peak seasons averaged $10,000.00 with approximately $6,000.00 (60%) in usage costs and $4,000.00 (40%) in access charges.
 
Solutions
Replacing the T-1/PRI access with two cost effective, custom-configured Cisco 5400 Routers WITH customer access eliminated the customer’s $4,000.00 (40%) access costs. Their existing 20-50 meg IP access through their LEC provided sufficient bandwidth access.
 
There have been no trouble tickets to date and the customer’s owner and IT leadership consider TSI to be call center experts. In addition to the $4,000.00 (40%) access cost savings, TSI has saved the Customer an additional 25% on their usage costs. 
 
About Televergence Solutions
Televergence Solutions is an internet telephony service provider who attributes over 30 years of success and an average length of customer of more than 15 years to quality and competitively priced products. Their expertise is inbound toll free and high calls per second/call completion rate outbound long distance, managing an average of 9% of all toll free active numbers in the U.S. Pre-qualified candidates receive 10,000 minutes, at no cost or obligation,for interop and testing.
 
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 of more than 15 years. 
 
Collectively, the company’s senior management team has more than a century of experience in the telecommunication industry. 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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