Integrator: VIS Networks
Solution: FreePBX Phone System
Featured Sangoma Product(s): FreePBX System, A102 Card
VIS Networks, a leading system integrator, provided an Indian State Government department with seamless calling experience by integrating the FreePBX Phone system with their contact center application server and Sangoma 2-port PRI card for failover.
The System Integrator
Headquartered in Bangalore, VIS Networks operates in all major Indian metros and has offices in Singapore and United Arab Emirates. Their customer base includes the Fortune 100. With profound expertise in providing state-of-the- art communications solutions for organizations across industry verticals, the team at VIS is experienced to consult, design, implement, train and support enterprise voice, unified communication, data networking, video and customer experience management solutions.
VIS Networks was looking for a solution for the State Government’s Department for inbound/outbound calling capabilities for their helpdesk of 40 agents. They were investigating a possible solution on PSTN into the same platform as the contact center application,
as an all-in-one package.
The customer needed a high quality, extremely secure, affordably priced and reliable in-house solution that would integrate with their contact center application.
The Solution from Sangoma
VIS undertook the task of deploying a robust, in-house contact center solution for the customer. The solution had to be stable and provide seamless inbound and outbound calling experience.
The deployment included a customized contact centre application over the Sangoma PBX. The Sangoma FreePBX System combined with a 2-port Echo Cancellation A102 card was used for failover to E1.
Primary reasons for using FreePBX and Sangoma A102 card in this setup:
- The need for a stable tele-calling solution with 100% uptime
- Integration between the 2 PRI lines and the contact center solution
- Superior voice quality through Echo Cancellation feature
The 2-port A102 card was a perfect solution as it provided dedicated ports for high availability and voice gateway for high volume inbound and outbound calls.
A102 cards, equipped with “crash proof” field upgradeable firmware, are the most reliable and flexible telephony cards available in the market.
Results and Benefits
The deployment resulted in a high-quality contact center solution for the customer. The cards supported HD quality calling during inbound and outbound calls.
The major gains:
- A superior contact center solution through integration with FreePBX
- Highly cost-effective and an easy to maintain setup
- Advantages of partnering with a single-vendor solution provider (Sangoma)
- Association with a globally renowned brand that offers comprehensive warranties
The customer plans expansion of the contact center by adding more number of agents and intends to repeat the use of Sangoma solutions.