Gaming Company Wins with DOW Networks
An international gaming company wanted to maintain their leadership position in the industry. They had invested in a large, proprietary PBX and partnered with an incumbent telecom operator to handle their worldwide communications traffic. When the incumbent carrier grew unresponsive to their needs, the gaming company began shopping for a telecom service provider that could help them grow and improve customer service while reducing their costs. They looked to DOW Networks, a provider that had already helped other companies address similar challenges.
One objective the gaming company had was to reach new geographic markets. To accomplish this, DOW Networks provided international toll free numbers (ITFS) from more than 20 countries which enable customers in those countries to dial the company's call centers in Europe and the Caribbean at no charge to the caller. DOW Networks then installed voice gateways to “IP-enable” the company's legacy PBX platform. This move protected the company's investment in its PBX infrastructure while allowing them to enjoy the cost advantages of Voice over IP (VoIP).
DOW Networks also implemented a call routing scheme where the primary path for all traffic was VoIP with fail-over to the public switched telephone network (PTSN) providing redundant call paths. Finally, DOW programmed the voice gateways to manage overflow calls. In times of very high call volumes, overflow calls are diverted from the European call center and sent to the company's Caribbean call center. This ensures that all customer calls are handled promptly and efficiently.
This VoIP network solution has resulted in an overall cost savings of more than 50% and high levels of customer satisfaction. Because DOW Networks has been able to provide a reliable solution, rapid response in provisioning new services and high-quality technical service and support, the international gaming company remains a loyal DOW Networks' customer.
Contact us today to learn more about DOW Networks solutions for call centers.
