About the Client

A global information, data and measurement company and marketing research firm with headquarters in New York City, USA, the client operates in over 100 countries and employs approximately 44,000 people worldwide. The company was founded in 1923 in Chicago to give marketers reliable and objective information on the impact of marketing and sales programs.

The Challenge

The client’s offers their local clients research solutions via a CATI (Computer Aided Telephonic Interviews) process. The client’s CATI department makes a high volume of outbound phone calls to their respondents to perform the survey questionnaire and saves such respondent(s) answers in application. The key challenge was to broadcast in bulk and calling out via multiple campaigns to increase the agent(s) productivity. Call recordings was another main challenge for all these simultaneous and concurrent high-volume calls. The client requirements were to separate each campaign’s calls as recordings in separate directories for easy retrieval. Estimated call volumes were around 2-3K per day. Careful planning while understanding the existing core infrastructure were another daunting challenge due to client’s complex enterprise network.

Solution Platform

Voice platform:	iNTACT UC
Call Center suite:	Loway – Queuemetrics & Wombat Dialer.
Endpoint device:	Zoiper softphone.

Solution

All these challenges were overcome using Asterisk, an open source IP telephony platform which was chosen due to the high level of customization and flexibility afforded by the software. The Asterisk IP PBX solution was deployed in conjunction with Loway’s Call center suite with their two flavors as QueueMetrics for inbound calls and Wombat Dialer for the outbound call routes, which offered detailed reporting analysis and call management. Custom dial scripting achieved all the core requirements of the client’s scope of work.

Result

Within the first year the client acquired higher ROI with 116% increase in total productivity of their Call Agents and interviewers. With this success client also installed the same solution all across the GCC which include their offices in Qatar, Kuwait, Oman and in their local offices across the UAE specifically in their Dubai, Sharjah and Abu Dhabi facilities.