Ingate Wins EFICASIA Contact Center Business in Mexico
STOCKHOLM (PRWEB) June 24, 2019
Ingate® Systems has been selected by call center EFICASIA to enable a SIP trunk deployment for one of their customers in Mexico. Using Ingate has dramatically reduced the time to provision new inbound campaigns from days to just minutes.
EFICASIA will be using two Ingate SIParator® 95 Session Border Controllers (SBCs) to distribute thousands of calls to several SIP trunk service providers. The Ingate SBCs have enabled the call center to handle up to 4,000 concurrent calls.
EFICASIA, which has been migrating all calls from traditional telephony infrastructure to SIP trunks, manages thousands of inbound phone campaigns. Each campaign has a preassigned set of resources, including DIDs (or Direct Inward Dialing numbers), designated agents, customized prompts and IVR. Allocating these resources is time-consuming, creating delays that put planned launch dates – and customer expectations – at risk. Another crucial issue was reducing how long it took for carriers to provision a dedicated trunk with the appropriate number of channels for the Designated Access Number(s). In some cases this time can be counted in days.
Using the SIParator and Ingate’s new REST API call control and service orchestration features, Ingate consolidated all campaign access numbers into single trunks coming from each service provider. Trunk capacity is estimated as the aggregate maximum number of calls across all simultaneous campaigns. The SIParator integrates with EFICASIA’s external database to determine the maximum calls per DID, then intelligently routes these calls to optimize call center resources. For EFICASIA, using Ingate SBCs reduced provisioning time from days to a few minutes.
“Database integration to facilitate intelligent routing of calls was a crucial component for us,” said Alexandro Espinosa, IT Director, EFICASIA. “Ingate’s solutions have been proven in large-scale deployments around the world. We trust Ingate.”
“Ingate SIParators are very flexible and provide optimal solutions to meet each customer’s requirements. We are proud to work with EFICASIA to enable best-in-class SIP trunk solutions for their customers,” said Steven Johnson, General Manager, Ingate Systems.
Ingate SBCs are available as hardware supporting up to 20,000 sessions, and as a software deliverables for virtual machines (VM) or installation on Amazon AWS Marketplace, Microsoft Azure, OpenStack and Google Cloud platforms.
About Ingate® Systems
Ingate® Systems develops and firewall technology to enable global SIP- and WebRTC-based person-to-person communication to provide the best access for telephony, global real-time and unified person-to-person communication for everyone. With a history in security, Ingate offers enterprises, service providers and carriers elegant solutions for SIP trunking and trusted real-time communications beyond the LAN. Ingate products are used by retail companies, medical facilities, financial institutions, call centers, industrial firms, government agencies and small-to-large enterprises throughout the world. Read more about Ingate session border controllers here.