CATEG implements a Call Center with Elastix

CATEG implements a Call Center with Elastix

CATEG, Guayaquil Electricity Company,  needed bill processing and debt consultations from their clients through an inbound call center. They also needed to unify the dialing plan between headquarters and all of its branches with a High Availability solution.

CATEG

Ecuador

PaloSanto Solutions
Author: Alfredo Zambrano - ECE

The Solution was implemented in three CATEG agencies, two of them with an ELX-025 Elastix Appliance, and one agency with a cluster solution consisting of one ELX-3000 and one ELX-025. This solution works with a 2E1 Redfone, for the integration of 2 E1 PRI from the telephony provider.

The North agency initially had an ELX-025 with 25 concurrent calls capacity, but they saw a substantial increase in users and therefore integrate the ELX-3000 to expand the solution.

The objective of the three implementations was to allow the client to consult billing information at a new CATEG call center. To achieve this objective an IVR was configured to allow the subscriber to enter the invoice number and get the amount of the debt. When the customer enters the requested information, a connection is made with an Oracle database to get information and results. This database is managed by the system department of every agency.

According to statistics obtained by the reporting module, the demand for this application is around 100 to 150 visits per day.

 

"Elastix allows us to gain a stable platform that is fully compatible out-of-the-box with modern hardware such as PCI express and Serial ATA and allows proper use of interrupt management features like APCI. All of this without losing the PBX features you have come to love. In addition with Elastix you gain new features such as integrated HylaFax server, fully integrated communications and more flexibility through the Web UI"

Rhino Equipment Corp.

USA