1. Email us at switch@neotel.co.za or call 0860NEOTEL(636835) www.neotel.co.za
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How do you increase your call volumes by 900% in the
competitive call centre environment?
Founded in 2006, Velociti aims to be South Africa’s leading contact centre solutions
provider, based not on its size, but by the value it is able to deliver to its clients. To
this end, the company places the brands of its customers and staff at the heart of its
business operations.
Velociti is an Financial Service Board (FSB) licensed Financial Services Provider and a
member of the JSE-listed Blue Label Telecoms Group. Based in Durban, it offers a full
range of contact centre solutions through the customer life cycle, including outsourced
help desks, outsourced telemarketing and telesales, outsourced customer retention
services and outsourced customer care solutions.
OVERVIEW
PRODUCTS:
NeoVoice and NeoInternet
BUSINESS BENEFITS:
• Increase voice traffic from 800 000
to 7.5 million calls per month.
• Improved productivity due to 100%
uptime.
• Better service levels with efficient
communication
SOLUTION FEATURES:
• Monthly savings
• Competitive call rates
• Carrier grade quality calls
“We chose Neotel because they were clearly
the best service provider for our industry. ”- Denzel Marimuthu, IT Manager at Velociti

2. Email us at switch@neotel.co.za or call 0860NEOTEL(636835) www.neotel.co.za
Switch to Neotel
CHALLENGE
As a business process outsource (BPO) contact centre comprising some
600 seats, Velociti offers a blend of inbound and outbound services.
According to Denzel Marimuthu, IT Manager at Velociti, a large part of
the company’s service is focused on the telesales environment, while the
other core aspect is providing customer service solutions.
“Being a voice provider, it is absolutely critical that our agents are able to
communicate with clients efficiently and effectively. If they cannot talk,
they cannot work. If our clients can’t hear them, they cannot deliver a
service. In the almost ten years we have been in operation, Velociti has
gone through multiple service providers in our quest to find a solution
that could meet our exacting standards. Most have failed either in terms
of service or cost,” he says.
“Neotel’s addressed both our needs, with a structured costing model and
an excellent back up team.
Marimuthu points out that Neotel has taken a serious and aggressive
approach to the contact centre market over the past few years and this
brought the company to his attention.
“We chose Neotel because they were clearly the best service provider
for our industry. This was not an overnight decision – it was based on a
careful analysis of other contact centres using their services.”
THE SOLUTION
Marimuthu says that Velociti chose to implement the NeoVoice SIP trunk
service, a voice solution that delivers competitive call rates, monthly
savings and carrier grade quality calls.
“The solution offered us a 100MB link that enables the clear carriage
of voice traffic. In addition, Neotel installed an 8MB breakout line for
Internet access within the contact centre.
We offer free WiFi access for our employees’ use, so we are able to use the
link to provide this, as well as using it for basic office services, like e-mail.”
Asked about the installation of lines, and switchover to the new
system, Marimuthu said, “The solution was implemented within three
weeks of our first talks with Neotel. Moreover, my requirements were
well accommodated, in that no down time was acceptable, so Neotel
performed the cutovers after hours.”
“The way the Neotel team planned and executed the implementation was
seamless and superb. Remember that the nature of our business is such
that we cannot afford down time; this is the first provider I have worked
with where we did not experience any interruptions in service. ”
“Throughout the implementation, we were kept in the loop and
constantly informed about progress. I was overwhelmed at the level of
support provided by their team.”
The one issue that arose during the installation was the matter of
integration, he adds, as Velociti had recently implemented new contact
centre technology and ensuring the Neotel solution worked well with this
presented a challenge.
“Neotel was the first vendor to integrate pure SIP into our new telephony
platform and this could easily have caused some hiccups, but – thanks
to good planning beforehand by Neotel’s team – this integration was
successful first time around.”
“We were up and live within a month. This is from the time we first made
contact with Neotel to them switching our solution on. Moreover, they
offered us the service at rates that were extremely competitive – this is
crucial when your monthly voice minutes are measured in the millions.”
THE RESULTS
“One of the real benefits of working with an organisation as professional
as Neotel is that I don’t have to worry about managing them from an IT
perspective. They are a service provider I can totally rely on and I know
they will deliver on my requirements. It is a pleasure working with them.”
Perhaps the single biggest benefit Velociti has experienced since the
Neotel implementation is the increase in voice traffic..
“We used to do approximately 800 000 calls per month with the old
service provider. Just six months later with Neotel, that figure has jumped
to 7.5 million. This is due to the stability of the Neotel network and its
ability to handle the aggressiveness of our predictive dialers. None of
the other providers we have used in the past were able to carry this kind
of capacity before. This means our productivity levels have increased
massively while at the same time the voice clarity is far better. In the
contact centre industry, voice clarity is the gold standard we all aim for,”
he says.
“The redundancy for our voice services has also improved. Neotel installed
a second link that was not part of our initial deal. We were told that this
was done because they value our business and want to see us succeed.
From my perspective, this is truly fantastic and demonstrates Neotel’s
commitment to going beyond the call of duty.”
The other major benefit is the simple fact that voice quality is vastly
improved, meaning that communications between agents and customers
are much clearer, reducing the potential for misunderstandings to occur.
“What sets Neotel apart for me is that they act as a partner to our
business, and truly understand the needs and imperatives of our service.
If you are in an industry where voice is critical to your business, you should
be with a service provider that appreciates this fact, and that service
provider simply has to be Neotel,” concludes Marimuthu.