Solutions

Contact Centers Case Study

Panama Call Center Hangs Up On Traditional Pstn Services And Deploys BandTel VoIP Services

Background
Panama-based Global Commerce is an outsourced call center provider, serving the US, Canada and UK, employed traditional PSTN services. The company recognized its telecommunications options were expensive, lacking advanced applications and offered limited reliability. Its customer usage was averaging 500,000 minutes per month at a cost of over 2.5 cents per minute. With an average monthly cost of over $12,500 plus recurring carrier charges and tax, Global Commerce needed a budget-conscious solution that offered enhanced service offerings and increased reliability.

The Challenge
With International telephone charges becoming a source of significant overhead, the company wanted to lower costs in order to remain price competitive. Global Commerce was interested in the possibility of using VoIP technology, but solutions appeared to be limited. A business colleague suggested they look into the services offered by BandTel.

The Solution
After reviewing BandTel and its services, Global Commerce implemented VoIP services at their Panama facilities. The BandTel solution provided the call center with the following features and benefits:

• Redundant carrier routes
• Access to BandTel TotalView real-time billing and service performance tools
• BandTel TAC Center support
• DID numbers from the USA & UK
• Toll Free numbers from the USA & UK
• BandTel provided AudioCodes Mediant 2000 Gateway with eight T1 lines (no cost to client)

Results
Before Global Commerce deployed VoIP services by BandTel, it averaged $12,500 per month in long distance charges. With an average monthly long distance charge of $8,750, BandTel was able to save Global Commerce $3,750 per month with an annual savings of $45,000.

In addition, previous carrier charges & taxes averaged $2,500 per month and paid a total of $15,000 monthly for telecommunications charges. BandTel was able to reduce the total monthly telecommunications budget by 41% to $6,250 per month for a total annual savings of $75,000.

Global Commerce was also able to offer its customers per minute savings:

• USA rates were reduced to 1.75 cents per minute
• UK rates were reduced to 2.10 cents per minute
• USA Toll Free rates were reduced to 2.70 cents per minute