Telecommunications Services of Trinidad and Tobago (TSTT), offering fixed line and mobile communications, broadband Internet access, lease lines and data services in the twin island state, has replaced its operator services platform with Volt Delta’s OASIS call center solution in order to deliver improved operator service.
The SIP-based platform, which has been deployed at the service provider’s call center located in Port of Spain, supports a wide range of toll and operator assisted services, including person-to-person and station-to-station connection; advice of call charge and duration; collect calls; alarm calls; and international call assistance. It includes OASIS IP-Station, which has a specially designed and optimized user interface to allow the efficient provision of these services. IP-Station facilitates a full IP-based agent desktop environment providing integrated CTI and soft phone with VoIP to provide the framework application for call center providers.
Other standard features delivered by the call center solution include call routing, call profiling, call recording, billing CDR record generation, and a comprehensive reporting system.
What’s more, OASIS provides full supervisory functions, allowing supervisors to observe and monitor call center staff in real time in order to improve service quality and agent performance.
With this robust and full-featured call center solution, TSTT -- which is owned by the Government of Trinidad and Tobago (51%) and Cable & Wireless (News - Alert) (49%) -- has been able to improve its operator services and reduce overall operational costs.
“I am very pleased that TSTT selected Volt Delta and our innovative OASIS switching and contact center system and that the TSTT implementation has been so successful for, what is, a complex mix of services and technology,” said Noel Hughes, managing director, Volt Delta International, in a release. “We have had a very close relationship during the project implementation and we look forward to continuing this with the TSTT team as they use the platform over the coming years both to deliver the existing set of services, and as they seek to develop new services.”
“We have been very pleased in our choice of Volt Delta as our new operator services platform provider,” added George Hill, chief technology officer of TSTT. “We were particularly pleased that the OASIS platform included the majority of services and functionality that we needed in the standard package. This has allowed us to replace our legacy platform with a very modern SIP based platform and to very tight timescales. We have been very well supported by Volt Delta and look forward to continuing to work closely with them in the future.”
Volt Delta, a wholly owned subsidiary of Volt Information Sciences, Inc., provides contact center technology and self-service solutions for large scale enterprises and telecommunication providers around the globe. Its solutions are underpinned by expertise in voice automation, telecoms signaling, search engine and search strategies and user interface ergonomics, as well as a deep understanding of the contact center environment. Volt Delta is also a world leader in the provision of software based solutions to the directory assistance market.
Volt Delta’s call center solution is available as an on-premises or software-as-a-service (SaaS (News - Alert)) basis. Recently TMCnet did an interview with Terry Saeger, SVP and general manager of VoltDelta Enterprise Services and Solutions, about the advantages of SaaS-based call center solutions over on-premises systems. To read the article, which appears on Volt Delta’s Call Center Solutions channel, click here.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.Edited by Patrick Barnard