Sangoma Call Analyzer Combines with VICIdial Platform for One Call Center's Successful Expansion

In a move to expand call center capacity, VICIdial, a long-time partner of Sangoma Technologies (News - Alert) Corp., has installed the VICIdial Call Center Platform for Vision Financial Corp., a collections company serving an array of markets.

With the addition of the Sangoma Call Analyzer to VICIdial, Vision Financial’s call center can now manage more than 400,000 outbound calls daily, as well as approximately 10,000 inbound calls per day.

Sangoma is a leading supplier of hardware and software components that enhance IP communications systems for both voice and data.

“The improvement we have achieved on outbound dialing with the addition of the Sangoma Call Analyzer to VICIdial has been amazing,” Steve Hardman, telecom director of Vision Financial Corp., said in a statement. “Increasing our successful contacts through call progress analysis has cultivated efficiency in our agents and more room for company growth.”

The Sangoma Call Analyzer utilizes a standard SIP interface and deploys on standard computing platforms and servers. VICIdial customers already using the SIP-based solution will especially benefit because it is highly configurable and provides scripts-based software to produce lowered drop/answered percentage.

"It was easy to recommend the Sangoma Call Analyzer to Vision Financial because of how well it works," said Matt Florell, president, owner and CEO of VICIdial Group. "The benefits and reliability that Sangoma's products offer our clients is why we are proud partners." "The success our clients have seen with Sangoma Call Analyzer has been significant," Florell added. "They can set their campaigns to dial more aggressively while maintaining a lower drop rate. With less time fielding answering machine connections, their agents can spend more time on human-contact calls. Vision Financial will now benefit from this technology and have a competitive edge."

This success story has certainly amped up Sangoma company officials in their goal to be a pioneer in their industry.

"This success reinforces that Sangoma continues to move confidently on the path we have set for ourselves of being Innovators in IP communications and being more than just a TDM Interface Board Company," said Jeff Dworkin, director of marketing for Sangoma.

Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves