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We provide a full suite of telecom sector services, which includes full Network
Operations Centre operations. We operate on a 24/7 basis and can deliver tremendous
cost savings & efficiency improvements to your company.
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In particular, we offer the following services which are of interest to wholesale telecom
and calling card companies:
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1. Network Operations Centre Full 24/7 Active Traffic Monitoring
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We have experienced Network Operations Centre, NOC, engineers who monitor traffic
patterns for all destinations on an hourly basis. Our Network Operations Centre
processes include monitoring Average Success Rate & Average Call Duration and our
engineers make routing changes to ensure better quality for customers but also keeping in mind profitability
levels. We also perform Carrier Performance monitoring, Lowest Cost Routing monitoring
and changes, Forced Routing, Routing Changes and Route Blocking to name but a few.
We can report for the whole switch site or even down to a report per customer level
to ensure the best service. This self-monitoring of traffic on an hourly basis ensures
that the quality being provided to wholesale or retail customers is of the highest
quality, and it also ensures vendors are continuously monitored. We have worked
on the backend and frontend of major calling card platforms such as DigiTalk, Cisco
VoIP Products, ECT, Excel Switches, NACT Switches, Auris Platform, Nextone SBCs,
VoIP Switch, VSRs and a lot of custom Asterisk based solutions.
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2. Trouble Ticket Resolution
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Here our Network Operations Centre, NOC, supports trouble tickets created either
via email or phone calls or IM support from customers. Customers’ trouble tickets
are handled in a highly professional manner with technical reports being sent to
the client for every case. Our NOC engineers ensure that the turnaround time for
Trouble Tickets is as low as possible. We ensure that appropriate corrective action
is taken against any genuine issues and technically correct and professional replies
are given to customers where this is not the case. Counter tickets are also opened
with vendors both actively while the monitoring is done and also when there are
customer complaints so that we can resolve the customer issues and also we can take
proper steps to ensure that the vendor’s quality stays in check. In both situations,
the team creates full documentation of all reports, cases, trouble tickets and most
importantly routing changes in order to have full clarity for audit purposes. All
processes are, of course, fully customizable for a client’s particular requirements.
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3. Customer Services
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We provide customer services to calling card and long distance companies. We support
all kinds of products such as regular physical calling cards, Web based (Pin based)
calling cards, Pin-less products, DID based products or Long Distance Accounts and
SIM card based products. We have a comprehensive understanding of how these products
work and experience with the Customer Service Panel for many platforms used widely
in the industry like DigiTalk, Cisco VoIP Products, ECT, Excel Switches, NACT Switches,
Auris Platform, Nextone SBCs, VoIP Switch etc. Our team can also assist in the diagnosis
and remedy of problems on such systems.
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4. Back End Order Processing Services
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We perform complete back end processing for internet orders of card & pins. This
includes customer verification, card verification, order verification, suspicious
activity monitoring, payment processing and then final release of pins. We also
follow up with customers up-selling ad ons and reminding them about their account
balances.
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5. Rate Upload and Management
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We understand that the commercial success of a telecom company providing wholesale
or calling cards depends on the rate uploads coming in from its vendors being properly
managed and uploaded in a timely fashion in the switch. Profitability also depends
on effective changes in routing based on the different rates received. Our team
completely manages these rate uploads on a day to day basis and ensures that any
rate reductions offered by vendors are taken complete advantage of. We also ensure
that proper routing changes are made for the codes that are increasingly being used
so as not to impact on profitability.
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6. Active Management of Rate Plans, PIN Inventory and other aspects of the calling
card business
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Due to our in depth experience with all aspects of the calling card process, our
team can help you create rate plans for calling cards. We can present various options
of the fees available on the portal / switch to make the rate deck most effective
both commercially and technically.
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7. Commercial and Technical Reporting for Wholesale Divisions and Calling Cards
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We have a team of highly skilled and knowledgeable analysts who generate reports
from the commercial and technical aspects of the telecom business. These reports
assist business and technical decision making to better manage the quality and profitability
of products supplied.
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For further information about our various Outsourcing Solutions, please call us
on +44 (0) 1904 692 447
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