Salmat SalesForce Selects NetBorder to Optimize Contact Center Outbound Calling

Salmat SalesForce has selected the NetBorder software solution from Paraxip Technologies. A Sangoma company, Paraxip’s flagship software solution was chosen to help bolster the productivity of Salmat SalesForce’s contact center service.

 

Salmat SalesForce offers a service based on agents conducting telemarketing campaigns, and calling back customers, making call progress analysis (CPA) a key contact center functionality to automate outbound calling.

Call progress algorithms classify whether an outbound call is answered by a person, voicemail, fax or other device. If it is a person, the call is routed to an agent. Such technology is essential in an outbound contact center environment as it enables higher productivity and helps to eliminate unnecessary calls.

The accuracy of call progress analysis can make the difference between driving revenue or wasting agent time and therefore losing money. As a result, the business case for such software is strong within the outbound contact center as these applications can deliver a strong and fast return on investment.

"The more automated this process is, the more time agents spend getting down to business," said Kerry Larmer, CTO at Salmat SalesForce, in a Tuesday statement.

 

"We ran benchmarks on Paraxip's NetBorder software against traditional offerings for a few months and found a significant accuracy improvement and substantial cost savings in some of our operations."

"Our internal ROI models show that a 10% increase in absolute CPA accuracy could represent over $2 million in annual savings for a mid-sized outbound contact center," said Serge Forest (News - Alert), President and CEO at Paraxip, in Tuesday’s statement.

 

"This is the reason NetBorder Call Analyzer represents such a breakthrough and an obvious business case for our customer base."

Significant savings are a result of less wasted agent time and less sales opportunities left unaddressed. An outbound call that is misdiagnosed or voicemails that keep getting routed to an agent wastes valuable time that should be spend on calls that are answered by a live person.

In such situations, there is also the lost opportunity cost, which is the time agents spend listening to voicemail recordings instead of selling. As more and more companies are making the transition from traditional call center to profit centers focused on sales activity, the need for such a solution is rapidly growing.

Before Paraxip's NetBorder software, the call progress technology hadn't changed much in about 15 years. This is a significant handicap given that technology used in consumer homes and businesses has progressed significantly in that same time period.