European Customer Relations Services Company Selects Streamcore Solution

By Anil Sharma, TMCnet Contributor

LaSer Contact, an European customer relations services company, has selected a Streamcore solution to manage the interactive applications and real-time communications on its corporate network.

LaSer Contact sourced this solution to optimize the quality of service of its global contact centers.

"We were faced with a very simple choice of either continuing to invest in more bandwidth or try to optimize our existing links," said Carlos Pastilha, technical manager for LaSer Contact, in a statement.

Pastilha said that the company chose the latter thanks to some good counsel from Streamcore.

“In fact, we realized that we could get very granular traffic management, especially for our contact center in Tunisia, without having to make changes to our infrastructure," said Pastilha.

Officials with Streamcore said that the first deployment of the company’s solution involved installing StreamGroomer appliances at four contact centers, with two in France and two in Tunisia, and resulted in immediate service quality improvements.

"The available bandwidth jumped immediately,” commented Pastilha. “With Streamcore’s visibility, we can now anticipate and manage through peak call periods."

Company officials said that when one contact center sends its calls to an alternative site, Streamcore guarantees that these communications are prioritized on the network. The shifting of calls to a different contact center is entirely transparent to customers given that the high quality of the communications is maintained.

According to company officials, Streamcore’s visibility offers additional advantages for the contact center management team by allowing the staff to perform preventive troubleshooting. Streamcore’s monitoring and reporting tools also allow LaSer Contact to clearly demonstrate the activity of its contact centers to its customers.

Pastilha said that it is now possible to understand the amount of bandwidth consumed for any given activity. "Streamcore provides a very precise tool for optimizing our communication resources," he said.

According to company officials, Streamcore’s analysis specifies each and every activity within a contact center, allowing for the better use of business resources at both the human and infrastructure levels. For LaSer Contact’s customers, the results are even more significant. They can now benefit from better reliability and more flexibility regarding the allocation of available resources.

Company officials claimed that the Streamcore deployment has been such a great success that LaSer Contact has plans to implement Streamcore solutions throughout its entire corporate network.

(source: http://call-center-software.tmcnet.com/topics/call-center-services/articles/127328-european-customer-relations-services-company-selects-streamcore-solution.htm)