VitalPBX Success Story

Iterum

Unified Communications PBX System

iterum connections

Iterum

The customer

We are a BPO (business process outsourcing) and Contact Center company with headquarters in Panama City, Panama. Our clients are located mainly in USA. We serve different industries like: Telco, Finance, Healthcare, Government.

Business challenges

Panamanian government contacted us in order to start a 120 agents call center operation. This service provides help to citizens who lost their jobs due to the COVID-19 pandemia. The main challenge was not related to technology, it was related to recruiting, hiring and training the people in a short period of time. The decision to use VitalPBX + QueueMetrics was a great choice, since it allowed us to start in about one week once we had the people ready. We saved a lot of money compared with solutions from Avaya, Cisco or Genesis and a lot of time in implementation, since VitalPBX is very easy to use.

The solution from VitalPBX

We connected a SIP Trunk with 500 channels to our VitalPBX server running on a virtual machine (VMWare) with 16 cores and 16 GB of memory. Along with the local vitalbpx partner – eBusiness Distribution- we developed an IVR that is handling about 200,000 inbound calls per day. The IVR has an automated option for inquiries and two options to transfer calls to two different queues for live-agents. Queuemetrics complemented the solution, since we needed for our agents an easy web interface to login/logout from queues, and have metrics, reports and dashboards about performance plus call center monitoring capabilities.

The results

We are handling about 200,000 inbound calls per day, providing 24×7 support to Panamanian citizens during the COVID-19 Pandemia. Government is very satisfied with the solution we provide as call center and we are proud to use VitalPBX which really provides an efficient solution along with cost savings benefits.

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