Case study Infoscore
Outbound-Callcenter via SIP Trunk
atms has been reliably routing the approximately 20 inbound service hotlines into infoscore austria GmbH's call centre for years. When atms activated its new VoIP systems, it became possible to handle their outbound calls too. The communication link was simply and reliably implemented using SIP Business Trunk.
"atms is a solid partner, whose portfolio of services has grown over time along with our requirements. Any challenges that have arisen have been quickly resolved through direct dialogue. We're very pleased about this and it creates a solid basis for a successful working relationship going forward."
Patrick Kühn, Head of the Service Dialog Center at infoscore austria
About infoscore austria
infoscore austria GmbH is part of the Bertelsmann Group and the Austrian representation of international full-service provider Arvato Financial Solutions. Arvato Financial Solutions provides professional outsourcing services involving payment flow in all phases of the customer life cycle - from risk management, invoicing, credit control and factoring to debt collection. With over 70,000 employees world-wide, Arvato Financial Solutions handles more than 200 million calls on behalf of its customers and partners each year.
A large proportion of the outgoing calls made by infoscore austria GmbH are to Austria and Switzerland. atms has been reliably routing the approximately 20 inbound service hotlines into their call centre for years. At the end of 2016, atms activated new systems that made it possible to both reliably and economically schedule their outbound calls to these countries in addition to the inbound ones.
Additional requirements for the call centre included:
- The various hotline numbers being shown on the display of the called party in order to clearly identify the origin of the call and allow for call-backs.
- The forwarding of call-backs to the call centre over the atms network.
- Itemised monthly billing according to service hotline number (minutes called, costs) to ensure that costs can be simply and transparently allocated to the respective client.
In order to enable the infoscore call centre to make outbound calls over the atms VoIP network, atms provided them with a SIP Business Trunk with adequate bandwidth for the call volume. Technicians from the two companies initially specified the required base configuration plus SIP header (meta data such as the voice codecs to use) that both of the systems supported.
Customisation and fine tuning work is an essential part of such projects, including things like how should authentication of the calls be performed and how should the user provided number (additional caller number, i.e. the number that should be displayed on the screen of the called party) be transferred. Exhaustive tests were performed to check that features like DTMF for transmitting the "key tones" worked reliably too.
Following technical approval and acceptance by infoscore, the system went live at the start of 2017 just a few weeks after the project commenced, with atms carefully monitoring performance during the initial phase.
Thanks to the clearly itemised monthly statement, infoscore is able to clearly allocate the costs to the respective client.
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Case Study created on: 08/21/2017