Business case: remote site
For one of the largest research agencies in France, we built a contact centre environment with agents working on the same campaigns at 2 different sites, namely Mauritius and France, using VoIP in all of its facets. The final setup was as follows:
- A progressive dialling environment for 140 agents (40 in Toulouse & 100 on Mauritius)
- Supervision from both sites for all the agents
Technology-wise, this means:
- An infrastructure with 2 application servers and 1 telephony server
- VoIP softphones, using the integrated compression codec G.729 with VAD (Voice activity Detection)
- A 2 Mbit link between Toulouse and Île Maurice, sufficiently fast to send all voice streams and application data to the remote site
A schematic of the configuration:
Thanks to an efficient usage of the available bandwidth, a 2mbit link is sufficient to send data ànd voice of 100 agents from the remote site in Mauritius towards the headquarters in Toulouse (a distance of over 8000 kms...) - this without any significant loss of conversation quality. In this way, a combination of CTArchitect and Askia helped gain massive cost reductions and productivity gains.
Read our other business cases: Integration or Askia & homeworkers