CASE STUDY

sangoma.com
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+1 905 474 1990
THE CUSTOMER
For the outbound Call Center, a key performance metric is the percentage
of tme that agents are actually on the line with customers and not with
answering machines or network intercept announcements such as discon-
nected number or all circuits busy. While many call center agents are sell-
ing products and services that translate into revenue, for those working in
Brazils highly compettve debt collecton services industry, the bar is much
higher. In that specifc market, many large organizatons outsource the col-
lectons process to multple service providers, and the efciency with which
the collectons call center operates has a signifcant impact on revenuesand
even the sustainabilityof the business.
For these very large call center operatons, the ability to efciently keep hun-
dreds, and sometmes thousands, of agents busy all of the tme, places signif-
cant demands on the call center platorm. The ability to accomplish this goal
ofen comes down to two key capabilites: the quantty of outbound circuits
available, and the efciency of connectng agents to live customers.
Among the largest of these debt collectons service providers, there is ferce
competton to secure contracts with, and collect substantal sums of money
for, large businesses. As a result, many of these providers look to leverage the
most fexible and efcient technology available to gain the upper hand.
THE CHALLENGE
There are two major challenges facing large outbound call centers in Brazil;
(1) the increasing need to maximize rack space, server usage and power con-
sumpton in the data center, and (2) the non-standard method of call supervi-
sion. For the collecton service looking to maximize the tme its agents are on
the line speaking with actual customers, a call center platorm that combines
efcient call qualifcaton capabilites and high-density Public Switched Tele-
phone Network (PSTN) connectvity is a compettve imperatve.
Power utlizaton management and space efciency are critcal to the cost-ef-
fectve operaton of any large call center operaton. In the case of these large
call centers in Brazil, the server-based call center platorms have the capacity
to support thousands of outbound calls and in turn require very high-density
High Density Asterisk-based Outbound Call
Center Gives CallFlex a Competitive Edge
SUMMARY
Customer:
Debt Collection Service
Providers (Brazil)
Partner:
CallFlex
Soluton:
CallFlex Manager, AdaptMax
Featured Sangoma Product(s):
A116 Digital Board
Brazil
Sangoma is our go-to so-
lution for E1 boards. The
quality of design, engineer-
ing, and manufacturing is
unmatched, and the ability
to support 16 spans in a sin-
gle expansion-slot provides
us with a tremendous ad-
vantage in the marketplace.
Alexandre Azzoni
Chief Commercial Ofcer, CallFlex
CASE STUDY
sangoma.com
FOR MORE INFORMATION:
+1 905 474 1990 ext. 2
Sangoma is a leading provider of hardware and
sofware components that enable or enhance
IP Communicatons Systems for both telecom
and datacom applicatons. Enterprises, SMBs
and Carriers in over 150 countries rely on
Sangomas technology as part of their mission
critcal infrastructures. Through its worldwide
network of Distributon Partners, Sangoma
delivers the industrys best engineered, high-
est quality products, some of which carry the
industrys frst lifetme warranty. The product
line includes data and telecom boards for me-
dia and signal processing, as well as gateway
appliances and sofware.
Founded in 1984, Sangoma Technologies Cor-
poraton is publicly traded on the TSX Venture
Exchange (TSX VENTURE: STC).
2013 Sangoma Technologies Inc. All rights
reserved. All other trademarks are the prop-
erty of their respectve owners.
PSTN connectvity in order to maximize efciency in the smallest physical and
power footprint possible.
In additon, the Brazilian market poses some unique technological challenges
for a system developer. Signaling schemes employed in the PSTN difer from
those used in many other parts of the world. In partcular, what is called an-
swer-supervision a signal to the telephone system that a party has answered
the phoneand informaton tones signaling a disconnected or non-working
numbercan be misinterpreted by many platorms designed for operaton in
other global markets. This can result in agents being connected to voicemail,
answering machines, and intercept messages all of which negatvely impact
the contact centers proftability.
These somewhat unique signaling challenges faced in Brazil present an op-
portunity for system developers to take advantage of open source platorms
that provide a powerful and highly fexible ecosystem for creaton of custom
telecommunicatons solutons. However, developers must also employ of-
the-shelf telephony boards that support the open source environment and
are compatble with the local physical layer and signaling requirements for
connectvity to the public network.
THE SOLUTION
Sao Paulo, Brazil-based CallFlex, a leading provider of telecommunicatons
solutons, call center systems, and hosted services in Brazil, has delivered a
highly-efectve platorm that is tailored to the needs of the call center market
by addressing the critcal business needs of some of the top debt collectons
service providers in the region. Fueled by the power and fexibility of Asterisk,
both the CallFlex Manager, and the CallFlex AdaptMax dialer soluton for call
centers, deliver the technological advantage sought afer by many of the mar-
kets top call center operators.
Built on the open source Asterisk telephony sofware platorm, CallFlex Man-
ager is a highly efcient server-based soluton with the capacity to manage
thousands of simultaneous calls in a single server. The fexible Asterisk en-
vironment enables CallFlex to quickly develop and deploy products that are
tailored for the local telecommunicatons network environment. The Call-
Flex Manager is built on the foundaton of Sangomas A116 Digital Telephony
Board, which provides network connectvity for sixteen E1 spans supportng
480 simultaneous calls in a single expansion-slot in the server.
The call centers demand an extraordinary level of agent occupancy, and we
found that the operaton of the Sangoma A116 board is the best soluton in
the marketplace to meet their needs, said Alexandre Azzoni chief commer-
cial ofcer of CallFlex. The 16-span board doubles the capacity of any other
board in the market. This enables the CallFlex Manager to efciently serve the
call capacity requirements of these highly compettve call centers, and has
CASE STUDY
sangoma.com
FOR MORE INFORMATION:
+1 905 474 1990 ext. 2
Sangoma is a leading provider of hardware and
sofware components that enable or enhance
IP Communicatons Systems for both telecom
and datacom applicatons. Enterprises, SMBs
and Carriers in over 150 countries rely on
Sangomas technology as part of their mission
critcal infrastructures. Through its worldwide
network of Distributon Partners, Sangoma
delivers the industrys best engineered, high-
est quality products, some of which carry the
industrys frst lifetme warranty. The product
line includes data and telecom boards for me-
dia and signal processing, as well as gateway
appliances and sofware.
Founded in 1984, Sangoma Technologies Cor-
poraton is publicly traded on the TSX Venture
Exchange (TSX VENTURE: STC).
2013 Sangoma Technologies Inc. All rights
reserved. All other trademarks are the prop-
erty of their respectve owners.
enabled us to deploy systems capable of supportng 960 simultaneous calls in
a single server. Sangoma has also developed some key call management fea-
tures that have a signifcant impact on the efciency of the overall platorm
and keep our customers agents busy.
The A116 boards from Sangoma have natve support for Asterisk as well as
many other open source projects including FreeSource and Elastx. The 16-
span E1/T1/J1 board is compatble with public network signaling and line code
schemes employed throughout the world. In additon, integraton with Linux
and Windows operatng systems is inherent with the full lineup of Sangoma
digital and analog telephony boards.
The automated dialing system, CallFlex AdaptMax, uses intelligent, dynamic
management algorithms to maximize agent call loading and operatonal ef-
ciency. To overcome the signaling challenges from the PSTN, CallFlex employs
its patented CallFlex Enhanced Audio Recogniton System (EARS) technology
to listen on the line. The EARS technology can automatcally drop calls that
terminate to answering machines or intercept announcements. When com-
bined with the circuit density provided with the A116 board, overall system
efciency is elevated to the unmatched level demanded by the most aggres-
sive collecton service call center operators.
In the case of one debt collectons outbound call center, they reported that
the frst three months in operaton were extremely smooth. Our customer is
quite pleased with the compettve edge they received by deploying CallFlex,
noted Azzoni. The quality and reliability of the Sangoma board is an impor-
tant part of the success of this project and the lifetme warranty on the
boards is a testament to Sangomas commitment to its customers.
The CallFlex Manager and CallFlex AdaptMax solutons contnue to provide
highly-reliable and efcient service in the debt collectons outbound call cen-
ter space in Brazil. The call capacity and efcient dialing and agent loading
performance of the system delivers the compettve edge required to keep
the debt collecton agencies at the top of their game.
THE PARTNER
Headquartered in So Paulo, Brazil, CallFlex has been
developing and delivering advanced technology prod-
ucts in the feld of internet and telephony since 2007.
Market leading products, including the CallFlex Manager, enable enterprise
and business customers to optmize communicaton processes and increase
operatonal efciency. The company contnues to expand its comprehensive
portolio of converged services and products to ofer solutons and projects
that meet the most diverse customer profles.
htp://callfex.com.br
0213 SS-CC-004-2