Televergence Saves 10+ Year International Broadcasting Call Center Customer 35%+ over AT&T

Background

This customer is one of the oldest and largest broadcasting companies in the Asia Pacific region and was introduced to Televergence in ‘04 by the consultant who designed and managed their U.S. data network. Their U.S. switch site routed calls to their headquarters and call center in the Philippines. 

Challenges  

Low Cost Calling Card for Resale : The low cost calling card for retailers to resale calls to the Philippines requires low cost Toll Free routes with a first dial connection that was user-friendly. 

Domestic TF : They operate a large call center in the Philippines that supports many offerings and requires quality, low cost routes for calls originating in the U.S. or Canada and route to the call center on DS-3 connections to Manilla; and the ability to route U.S. and Canada-originating TF calls onto the L.A.-based platform for routing to the Worldwide Customer Service Call Center in Manilla.  

International Long Distance(ILD) : They needed to replace a poorly performing international carrier with quality, low cost outbound LD routes; an opportunity Televergence initially declined.  

Colocation : Their L.A. colocation was moving to a different facility, including critical connectivity that supports their worldwide communications and feeds U.S.-created television content. Television broadcast connectivity from the Philippines to U.S. customers also traverse this network.  

Solutions  

Low Cost Calling Card for Resale : Although the customer initially chose a combination of AT&T and Televergence for U.S. TF access, ultimately, Televergence became the carrier of choice based on quality and cost. 

Domestic TF: Televergence provides (8) T-1 cross connects in L.A. to the customer’s cage in the same colocation to support their TF traffic. Our domestic TF service provides access to their L.A.-based platform and backhauls calls to the Philippines via their private DS-3 network. We began routing 30+ TFNs with a disaster recovery plan at no additional charge. All TF numbers on our network have been completed with no trouble tickets.  

International Long Distance (ILD) : We leveraged long-term relationships with AT&T and other carriers to secure cost-competitive quality routes and became the carrier of choice.  

Colocation : Our CTO was closely involved in the consolidation and migration plan design and implementation, oversaw much of the coordination and bundling of services between the two colocation facilities, and helped move the circuits and migrating/bundling traffic at a fraction of the cost if the project had been completed by the colocation facility provider. 

Results  

Throughout this 10+ year Value-Added-Partnership, Televergence has been able to reliably discover and deliver custom and affordable solutions that exceed customer expectations at a 35% savings over AT&T’s prices. 

About Televergence 

Televergence provides long distance and toll-free service, managing 3+ million toll-free numbers for 30+ years under consistent management as a privately held, debt-free enterprise. The company is a WBENC (Women’s Business Enterprise National Council) certified WBE (Women’s Business Enterprise) for supplier diversification programs. Founded and managed by the CEO, Deb Ward is the first and current Chairwoman of INCOMPAS, the industry’s leading trade organization.  

A reputation for transparency and integrity is reflected by an average length of customer of 15+ years. The U.S.-based technical team possess an average of 20+ years of industry experience and are familiar with most legacy and next-gen platforms. A TDM to VoIP conversion and no risk, complimentary test of the services is offered.

Membership, advisory, and board roles are maintained with the Alliance of Channel Women, American Marketing Association, Better Business Bureau, Federal Internet Service Providers Association, INCOMPAS, Insights Association, Nashville Chamber of Commerce, Nashville Technology Council, National Association of Women Business Owners, Professional Association for Customer Engagement, Receivables Management Association, Telecom Associates, Women’s Business Enterprise National Council and Women In Technology of Tennessee.