TORONTO, ONTARIO–(Marketwire – March 12, 2013) – (TSX VENTURE:STC) Call center operators vying to capture market share in Brazil’s highly-competitive debt collection services industry are constantly challenged to find and deliver more efficient solutions that keep agents on the phone with customers who produce revenue, and not with answering machines or network intercept announcements such as “disconnected number” or “all circuits busy.” In addition, call centers are seeking efficient solutions that support thousands of simultaneous outbound calls, along with efficiency in power utilization, performance, and price.
Sao Paulo-based CallFlex, a leading provider of telecommunications solutions, call center systems, and hosted services, has delivered a highly-effective platform that is uniquely tailored to the needs of the Brazilian call center market by addressing the critical business needs of many of the top debt collections service providers in the region. Fueled by the power and flexibility of Asterisk, its CallFlex Manager, a highly efficient server-based solution with the capacity to manage thousands of simultaneous calls in a single server, and the CallFlex AdaptMax dialer solution for call centers, together deliver the technological advantages sought by many of the market’s top call center operators. The CallFlex Manager is built on the foundation of Sangoma’s A116 Digital Telephony Board, which provides network connectivity for sixteen E1 spans – supporting 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 operation of the Sangoma A116 board is the best solution in the marketplace to meet these needs,” said Alexandre Azzoni chief commercial officer of CallFlex. “Sangoma has developed some key call management features that have a significant impact on the efficiency of the overall platform. The quality and reliability of the Sangoma boards is an important part of the success of these projects – and the lifetime warranty on the boards is a testament to Sangoma’s commitment to its customers.”
A recent case study, “High Density Asterisk-based Outbound Call Center Gives CallFlex a Competitive Edge,” provides a detailed analysis of this implementation, and is available for download from Sangoma.
“We are experiencing a sharp increase in demand for much greater span-density in digital telephony boards from solution providers around the world,” said Simon Horton, director of product management for Sangoma. “Our company’s commitment to provide boards that directly address this growing need enables solution providers like CallFlex to continue to compete at the leading edge of their markets.”
Sangoma’s industry-leading solution portfolio enables the interworking of a wide variety of disparate TDM and IP networks, clouds, protocols, services, devices, and applications. Its portfolio includes award-winning voice and data boards, transcoding and gateway software, standalone gateway appliances for SS7 and TDM-to-SIP, wireless boards, multiplexers, Microsoft Lync gateways, and session border controllers. These products are designed for simple integration with open source and closed source IP PBX applications, contact centers, unified communications systems and service provider networks. For more information about the Sangoma portfolio of IP telephony and network integration solutions, or to locate an authorized reseller, visit www.sangoma.com.