Client: Universidad Blas Pascal
Segment: Education
Location: Córdoba, Argentina

Challenge:

– Replace an old PBX system.
– Provide a digital Contact Center.
– Provide metrics, with the aim of improving productivity and performance.
– Integrate internal management systems.

Products Used:

– Unified Communications PBX.
– Contact Center Suite.
– Freetech API – Integration of management systems.
– IP Telephony Hardware.

Results:

– Advanced Reporting and Integration.
– Platform Administrative Flexibility.
– Guaranteed backup schemes.
– Transparent migration to IP Telephony.
– Costs reduction.

Blas Pascal University is one of the most renowned educational institutions in the Argentine territory, offering face-to-face and distance modalities to its more than 10,000 students. It has been in the field of higher education for more than 20 years and is one of the pioneers in the field of online education, with more than 170 Educational Centers distributed throughout the country.
The entity has been using an old telephone system, whose scalability and customization possibilities were the most limited and expensive. Its lack of key functionalities (advanced reporting, recordings, integration with management systems, backups, etc.) as well as the continuous growth of staff and students, made it necessary to evaluate a solution focused on improving operations with these new functionalities, at a reasonable cost.
After evaluating multiple solutions, Universidad Blas Pascal has decided on an implementation of Freetech Solutions® products, with the aim of guaranteeing a gradual, fast migration and a transparent “switching” between technologies.

Client: EMI, Emergencias médicas
Segment: Health – Emergency
Location: Córdoba, Argentina

Challenge:

– Replace an analog PBX and expensive maintenance.
– Provide an advanced Contact Center.
– Ensure an improvement in customer service times.
– Provide high availability.

Products Used:

– Unified Communications PBX.
– Contact Center Suite.
– Freetech API.
– Integration of management systems.
– Smart IVR.
– Telephony hardware.

Results:

– Advanced Reporting and Integration.
– High Availability – “always online”.
– Reduction in Abandoned and Greater Number of Attended.
– Real-time monitoring of trunks and services.

EMI is one of the most important medical emergency companies in the city of Córdoba, whose maximum exponent was always the continuous technological innovation for the integrated medical service. It has operational bases that are strategically located to a national and international network, providing attention to its members 24/7 and anywhere in the country.
The growing demand for high quality services, as well as the search for efficiency in communication between “affiliates – health providers”, forced the entity to seek a robust (always online), flexible (easy to manage) solution and integrable (able to dialogue with their own systems). In addition, the need for extra tools that return productivity and efficiency to quality supervisors was evident.
With the help of Freetech Solutions®, the entity has achieved greater granularity in the reports and general metrics of the contact center. A High Availability scheme has also been implemented that allows it to be online at all times, maintaining 100% active monitoring of its services as a bonus.

Client: Geller Lawyers  S.A.
Segment: Debt Collection
Location: México DF and Paraná, Argentina

Challenge:

– Replace Windows Center based Contact Center platform and expensive licensing.
– Provide a Contact Center, capable of integrating with the Company’s Collection Management System.
– Provide metrics, with the aim of improving productivity and performance.

Products Used:

– Unified Communications PBX.
– Predictive Dialer Contact Center Suite.
– Interactive Contact System.
– Freetech API – Webphone Integration to Debt Collections Software.
– Telephony hardware.

Results:

– Significant improvements in the Omnichannel Experience.

– Avoid the classic software licensing scheme.

– Speed ​​and Simplicity to manage debt portfolios.

– Advanced metrics as indicators of quality and efficiency.

Geller Abogados is an Argentine-Mexican debt portfolio management company with more than 20 years in the market. With its three operations (Paraná, Buenos Aires and Mexico City), there are more than 600 agents ready to attend and manage debt portfolios of large and relevant accounts.
By remaining tied to expensive licensing schemes and low scalability, this scenario prompted the search for solutions (both local and international) that provide flexibility and efficiency in the management of the contact center. It was also required to expand the spectrum of tools that give the manager greater opportunities for action on their portfolios.
Their choice for Freetech Solutions® marked a before and after. WebRTC technology allowed minimizing all agent management to a web browser, with great benefits in terms of agility within the typical dynamics of resource exchange. In turn, the company gained contact capacity and as a result, greater management efficiency in terms of time and effectiveness.

Client: Sanatorio Allende
Segment: Health
Location: Córdoba, Argentina

Challenge:

- Replace an expensive Siemens Hipath 4000 PBX
- Extend the Contact Center functionalities regarding metrics and quality reports.
- Ensure transparency.
- Ensure flexibility in terms of integration of telephony and shift management.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- PCS module (Post Call Survey).
- Smart IVR.
- Freetech API.
- Telephony Hardware.

Results:

- Cost savings
- Easy and fast inter-connectivity between locations.
- Optimization of Contact Center efficiency thanks to Smart IVR.
- Advanced metrics.
- Always online (High Availability).

Sanatorio Allende Group is one of the most important integral health centers in the city. Conformed by 10 buildings distributed in the province, the Sanatorium has more than 1,000 extensions and a Contact Center of 120 agents attending a flow of 14,000 daily calls.
The proprietary and licensed systems, and an architecture difficult to maintain and scale, made any possibility of improvement or adhesion of new functionalities impossible. For these reasons, the entity reinforced the search for a solution not only in order to modernize the architecture, but also to consolidate and standardize communications between distributed health centers.
In this way, it managed to migrate towards our technologies in a transparent and gradual way, meticulously executing each migratory procedure to guarantee transparency and continuity in the service. Freetech Solutions® also implemented a Smart IVR, which allows the shift management system to route incoming traffic based on criteria (for example, patient prepaid), interact with the dates of their shifts, all in an automated way. Post-call Satisfaction Surveys, in turn, improve the patient’s experience.

Client: 911 Policía de Misiones
Segment: Public Services
Location: Misiones, Argentina

Challenge:

- Replace an inherited and obsolete telephone system.
- Provide an efficient Contact Center.
- Ensure high availability.
- Guarantee the Redundancy of the Service.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- Telephony Hardware.

Results:

- “Always online” system (High Availability).
- Remarkable increase in Calls Answered.
- Significant improvement in agent experience.
- Relevant metrics for decision making.
The 911 is the Emergency and Security Attention System where events that require immediate attention and treatment are concentrated in a single number. The entity, with Jurisdiction in the provincial Capital and specific municipalities, provides citizens, residents and visitors with the required attention in terms of Security and Public Service.
The malfunction and poor robustness of the telephone infrastructure they had, forced the Provincial Government to accelerate the search for alternatives capable of immediately providing a solution that provides redundancy and high availability as a fundamental premise of public service.
Among several technological alternatives, the 911 Police chose Freetech Solutions® for the implementation of a cutting-edge solution, based on the premises described and key functionalities in the matter of an Emergency Contact Center.

Client: Cool Air USA
Segment: Customer Service
Location: Miami, Florida – USA

Challenge:

- Replace an analog telephone system.
- Provide a Digital Contact Center.
- Provide advanced metrics.
- Provide connectivity to multiple PSTN links.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- Freetech API.
- Telephony Hardware.

Results:

- Remarkable increase in Calls Answered.
- Significant improvement in Customer Experience.
- Metrics relevant for decision making.
- Multiplicity of backup PSTN links.



Cool Air USA is one of the largest Air Conditioning service companies in all of Florida. With more than 10 years of experience, it provides sales, repair, installation and maintenance services for air conditioning and heating systems.

Responding efficiently to the growing demand for the service was an impossible challenge to face due to the low flexibility provided by the analog infrastructure. The absence of CTI or ACD modules for the distribution and integration of calls forced the company to look for solutions according to the new scenario.

After an arduous search, Cool Air USA relied on Freetech Solutions® services to set up a Unified Communications Center, and a Contact Center module with Advanced Reporting. Through this architecture, it was possible to integrate systems and multiplex calls using high traffic digital edge technologies.

Client: Total Care Saudi
Segment: Insurance – Customer Service
Location: Arabia Saudí

Challenge:

- Replace an analog telephone system.
- Provide an Omnichannel Contact Center.
- Provide advanced metrics.
- Simple Backup & Restore.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- Freetech API.
- Telephony Hardware.

Results:

- Remarkable increase in Calls Answered.
- Significant improvement in Customer Experience.
- Relevant metrics for decision making.
- Simple Backup and Restore scenarios.
TCS (Total Care Saudi) is a leading medical insurance company throughout the Kingdom of Saudi Arabia. It is officially accredited by the CCHI (Council of Cooperative Health Insurance), managing more than 5 million cases per year. It currently serves in more than 170 countries.
The vast years of experience demonstrated to Senior Management the need to drive the focus of attention towards personalization in the Customer Experience, taking into account the difficulties of the health sector. On the other hand, the infrastructure of the moment (mostly analog) prevented providing flexibility when it comes to climbing traffic.
When TCS chose Freetech Solutions®, it was able to make a quality leap in terms of “Contact Center”, providing quality managers with multiple tools and metrics capable of guiding the business process towards success.

Client: La Pampa Bank – SEM
Segments: Banking
Location: Santa Rosa, La Pampa

Challenge:

- Replace Siemens End-of-Life Telephony.
- Provide an Omnichannel Contact Center.
- Provide Customer Self Management.
- Hot redundancy according to Central Bank Standard.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- Freetech API.
- Smart IVR.
- Telephony hardware.

Results:

- High Redundancy of Services.
- Significant improvement in the Customer Experience.
- Relevant metrics for decision making.
- Voice Motors for Intelligent Self-Management.
Banco de La Pampa SEM is a leading entity in the field of Private Banking and Electronic Banking, which arises under the figure of a Mixed Economy Society with the objective of boosting the regional economy. It has more than 50 branches, covering needs and providing facilities packages to end customers, companies and shareholders.
The entity had an old licensed telephone system, with limited features and few related modules, which made it difficult to keep the thread of the customers’ conversation. Its SIP modules were costly when it came to interconnecting Subsidiaries and Branches, while not converging in telephone matters.
When Banco de la Pampa chose Freetech Solutions® for a “turnkey” project, it managed to implement unified communications in a progressive and safe way, under High Redundancy schemes according to Central Bank regulations. The degree of self-management to clients was such that it was possible to add voice engines (Text To Speech) to expand functionalities (for example, balance reproduction, account inquiries, etc).

Client: Telecentro S.A.
Segment: Customer Service
Location: Buenos Aires, Argentina

Challenge:

- Replace obsolete and unstable Open Source architecture.
- Provide an Advanced Contact Center.
- Provide metrics and efficient recording management.
- Provide High Redundancy in VMware.

Products Used:

- Unified Communications PBX.
- Contact Center Suite.
- Predictive dialer.
- Smart IVR.

Results:

- Remarkable increase in Calls Answered.
- Significant improvement in Customer Experience.
- Relevant metrics for decision making.
- Redundancy and simple maintenance.
Telecentro S.A. It is one of the leading companies in the “Triple-Play” service offer (Internet, Telephony, Television), both for end customers and for companies and businesses. It has multiple Datacenters distributed in Capital and Province of Buenos Aires, with the objective of providing ample coverage to its subscribers.
The increase in telephone flow and the new digital trends caused several instabilities in the application processes, bottlenecks in database processes and load peaks with loss of packages in real-time engines. Scaling became a problem, and even more using an abstraction layer such as VMware.
Telecentro entrusted Freetech Solutions® with an Optimization Project, from which it was possible to migrate the services to a stable and secure technology, while providing advanced reporting modules with Quality Assurance management. This experience allowed raising Customer Satisfaction to outstanding levels.