SITUATION: SSG operates a call center in Waco, Texas. Their clients contract with them for technical and customer support, as well as outbound customer contact campaigns. They were using an Interactive Intelligence telephone system that Pat McKay installed about nine years ago and had supported since. They wanted to take advantage of the new IP Telephony that had become available to take advantage of the potential cost savings and flexibility the new technology offered. They were also interested in the stability offered by Linux operating systems as opposed to what they had experienced with the Windows operating system used by Interactive Intelligence systems.

SOLUTION: Initially, Pat built an Asterisk-based automated dialer system to provide outbound features they needed for some new campaigns at their call center. When Keystone IT became a Fonality reseller, SSG was immediately introduced to the features of the trixbox Pro Call Center Edition (CCE). Following the success of the dialer system, they were very interested and work began to transition to the trixbox system with the goal of replacing the Interactive Intelligence system.

RESULTS: The transition to the trixbox Pro CCE proceeded by setting up the many inbound IVRs with the tailored rules they needed to service the individual accounts. The transition was planned and executed remotely over the phone and internet. Since SSG has its own IT department, no trips to Waco were required to implement the change–they installed the required hardware and Keystone did the rest. They now have a trixbox Pro CCE server for the call center agent, a trixbox Pro SE server for the administrative staff, and continue to use the autodialer for outbound campaigns.

Keystone also worked with them to optimize their connectivity. Keystone now supplies the VoIP trunks which are used in conjunction with the PRI lines they have been using.