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CASE STUDY

sangoma.com

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THE CUSTOMER

For the outbound Call Center, a key performance metric is the percentageof me that agents are actually on the line with customers and not withanswering 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 inBrazils highly compe ve debt collec on services industry, the bar is muchhigher. In that speci c market, many large organiza ons outsource the col -lec ons process to mul ple service providers, and the e ciency with whichthe collec ons call center operates has a signi cant impact on revenuesandeven the sustainabilityof the business.

For these very large call center opera ons, the ability to e ciently keep hun -dreds, and some mes thousands, of agents busy all of the me, places signi -cant demands on the call center pla orm. The ability to accomplish this goalo en comes down to two key capabili es: the quan ty of outbound circuitsavailable, and the e ciency of connec ng agents to live customers.

Among the largest of these debt collec ons service providers, there is ercecompe on to secure contracts with, and collect substan al sums of moneyfor, large businesses. As a result, many of these providers look to leverage themost exible and e cient 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 -sump on in the data center, and (2) the non-standard method of call supervi -

sion. For the collec on service looking to maximize the me its agents are onthe line speaking with actual customers, a call center pla orm that combinese cient call quali ca on capabili es and high-density Public Switched Tele -phone Network (PSTN) connec vity is a compe ve impera ve.

Power u liza on management and space e ciency are cri cal to the cost-ef -fec ve opera on of any large call center opera on. In the case of these largecall centers in Brazil, the server-based call center pla orms have the capacityto support thousands of outbound calls and in turn require very high-density

High Density Asterisk-based Outbound CallCenter Gives CallFlex a Competitive Edge

SUMMARY

Customer:

Debt Collection ServiceProviders (Brazil)Partner:

CallFlexSolu on:

CallFlex Manager, AdaptMaxFeatured Sangoma Product(s):

A116 Digital Board

Brazil

Sangoma is our go-to so-lution for E1 boards. Thequality of design, engineer-ing, and manufacturing isunmatched, and the abilityto support 16 spans in a sin- gle expansion-slot providesus with a tremendous ad-vantage in the marketplace.

Alexandre Azzoni

Chief Commercial O cer, CallFlex

8/12/2019 SS CC 004 CallFlex

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CASE STUDY

sangoma.com

FOR MORE INFORMATION:

+1 905 474 1990 ext. 2

Sangoma is a leading provider of hardware andso ware components that enable or enhanceIP Communica ons Systems for both telecomand datacom applica ons. Enterprises, SMBsand Carriers in over 150 countries rely onSangomas technology as part of their missioncri cal infrastructures. Through its worldwidenetwork of Distribu on Partners, Sangomadelivers the industrys best engineered, high -est quality products, some of which carry theindustrys rst life me warranty. The productline includes data and telecom boards for me -dia and signal processing, as well as gatewayappliances and so ware.

Founded in 1984, Sangoma Technologies Cor -pora on is publicly traded on the TSX VentureExchange (TSX VENTURE: STC).

2013 Sangoma Technologies Inc. All rightsreserved. All other trademarks are the prop-erty of their respec ve owners.

PSTN connec vity in order to maximize e ciency in the smallest physical andpower footprint possible.

In addi on, the Brazilian market poses some unique technological challengesfor a system developer. Signaling schemes employed in the PSTN di er fromthose used in many other parts of the world. In par cular, what is called an -swer-supervision a signal to the telephone system that a party has answeredthe phoneand informa on tones signaling a disconnected or non-workingnumbercan be misinterpreted by many pla orms designed for opera on inother global markets. This can result in agents being connected to voicemail,answering machines, and intercept messages all of which nega vely impactthe contact centers pro tability.

These somewhat unique signaling challenges faced in Brazil present an op -portunity for system developers to take advantage of open source pla ormsthat provide a powerful and highly exible ecosystem for crea on of customtelecommunica ons solu ons. However, developers must also employ o -

the-shelf telephony boards that support the open source environment andare compa ble with the local physical layer and signaling requirements forconnec vity to the public network.

THE SOLUTION

Sao Paulo, Brazil-based CallFlex, a leading provider of telecommunica onssolu ons, call center systems, and hosted services in Brazil, has delivered ahighly-e ec ve pla orm that is tailored to the needs of the call center marketby addressing the cri cal business needs of some of the top debt collec onsservice providers in the region. Fueled by the power and exibility of Asterisk,

both the CallFlex Manager, and the CallFlex AdaptMax dialer solu on for callcenters, deliver the technological advantage sought a er by many of the mar -kets top call center operators.

Built on the open source Asterisk telephony so ware pla orm, CallFlex Man -ager is a highly e cient server-based solu on with the capacity to managethousands of simultaneous calls in a single server. The exible Asterisk en -vironment enables CallFlex to quickly develop and deploy products that aretailored for the local telecommunica ons network environment. The Call -Flex Manager is built on the founda on of Sangomas A116 Digital TelephonyBoard, which provides network connec vity for sixteen E1 spans suppor ng480 simultaneous calls in a single expansion-slot in the server.

The call centers demand an extraordinary level of agent occupancy, and wefound that the opera on of the Sangoma A116 board is the best solu on inthe marketplace to meet their needs, said Alexandre Azzoni chief commer -cial o cer of CallFlex. The 16-span board doubles the capacity of any otherboard in the market. This enables the CallFlex Manager to e ciently serve thecall capacity requirements of these highly compe ve call centers, and has

8/12/2019 SS CC 004 CallFlex

3/3

CASE STUDY

sangoma.com

FOR MORE INFORMATION:

+1 905 474 1990 ext. 2

Sangoma is a leading provider of hardware andso ware components that enable or enhanceIP Communica ons Systems for both telecomand datacom applica ons. Enterprises, SMBsand Carriers in over 150 countries rely onSangomas technology as part of their missioncri cal infrastructures. Through its worldwidenetwork of Distribu on Partners, Sangomadelivers the industrys best engineered, high -est quality products, some of which carry theindustrys rst life me warranty. The productline includes data and telecom boards for me -dia and signal processing, as well as gatewayappliances and so ware.

Founded in 1984, Sangoma Technologies Cor -pora on is publicly traded on the TSX VentureExchange (TSX VENTURE: STC).

2013 Sangoma Technologies Inc. All rightsreserved. All other trademarks are the prop-erty of their respec ve owners.

enabled us to deploy systems capable of suppor ng 960 simultaneous calls ina single server. Sangoma has also developed some key call management fea -tures that have a signi cant impact on the e ciency of the overall pla ormand keep our customers agents busy.

The A116 boards from Sangoma have na ve support for Asterisk as well asmany other open source projects including FreeSource and Elas x. The 16-span E1/T1/J1 board is compa ble with public network signaling and line codeschemes employed throughout the world. In addi on, integra on with Linuxand Windows opera ng systems is inherent with the full lineup of Sangomadigital and analog telephony boards.

The automated dialing system, CallFlex AdaptMax, uses intelligent, dynamicmanagement algorithms to maximize agent call loading and opera onal e -ciency. To overcome the signaling challenges from the PSTN, CallFlex employsits patented CallFlex Enhanced Audio Recogni on System (EARS) technologyto listen on the line. The EARS technology can automa cally drop calls that

terminate to answering machines or intercept announcements. When com -bined with the circuit density provided with the A116 board, overall systeme ciency is elevated to the unmatched level demanded by the most aggres -sive collec on service call center operators.

In the case of one debt collec ons outbound call center, they reported thatthe rst three months in opera on were extremely smooth. Our customer isquite pleased with the compe ve 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 life me warranty on theboards is a testament to Sangomas commitment to its customers.

The CallFlex Manager and CallFlex AdaptMax solu ons con nue to providehighly-reliable and e cient service in the debt collec ons outbound call cen -ter space in Brazil. The call capacity and e cient dialing and agent loadingperformance of the system delivers the compe ve edge required to keepthe debt collec on agencies at the top of their game.

THE PARTNER

Headquartered in So Paulo, Brazil, CallFlex has beendeveloping and delivering advanced technology prod-ucts in the eld of internet and telephony since 2007.

Market leading products, including the CallFlex Manager, enable enterpriseand business customers to op mize communica on processes and increaseopera onal e ciency. The company con nues to expand its comprehensivepor olio of converged services and products to o er solu ons and projectsthat meet the most diverse customer pro les.

h p://call ex.com.br

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