ADA Foundation is a Medellin organization with several cases of success with support to people with some kind of disability. The project name is “Medellin on Roads”.

Company

ADA Foundation

Country

Colombia

Case proposed by

Atech Comunicaciones (Elastix Silver Reseller)
Responsible: Adrián Ayala, Iván Arango, Juan Arango

About the client

ADA Foundation is a Medellin organization with several cases of success with support to people with some kind of disability. The project name is “Medellin on Roads”

Initial situation and Request

The Project needed a Call Center for database update.

The client requested to develop this project integrating people with disability as Call Center agents, to perform the Call Center campaigns.

Description of the implementation

Elastix 2.0.3 was installed on a server including the last version of the Call Center module.

The initial setup included 30 extensions for agents.

All the configuration and design was performed taking into account the remote access of the agents. The agents worked from their homes with their PC’s. The endpoint selected was Zoiper a Softphone with IAX2 capability.

Once the System was configured, the agents were trained on the use of the console and the system, and test campaigns were executed.

The test results were good, with an average of 28-30 concurrent calls. It is important to notice that remote supervision is complicated, however the agents maintained on operation most of the time.

All selected agents have reduced mobility but showed a great capacity for work.

Telephony Integration

In the telephony integration a SIP trunk with 33 channels was selected, from a local provider. All the integration and configuration was setup with Elastix.

As a contingency an Openvox card with 4 FXO ports was included for 3 analog telephone lines.

For cellular calls a GSM Gateway with 4 ports was selected.

Principal Features

It was necessary to review all the hardware and networking requirements to guarantee the optimum performance of the server, taking into account that this was a remote operation. Among the requirements reviewed are the following:

- Dedicated internet channels
- Network infrastructure
- High-end equipment and active equipment
- Computers for the entire deployment

Special features

The client requested special reports in addition to the existing ones.

This development was performed on Java Standart Edition using Ireport-Designer plug-in.

CONCLUSIONS

Qualitative benefits

Improved quality in customer met with the model proposed initially: telecommuting and reduced mobility.

The combination has given excellent results, mainly due to the attention received by the final client who showed confidence, a situation that is difficult to maintain in a Call Center environment.

Quantitative benefits

In this aspect there was not cost saving compare to other Call Center alternatives. However the operation showed a reduction on the loss of information and improved quality, this led to the sign of additional contracts.

Final conclusion

Medellin on Roads is a great opportunity to give service to traditional organizations.

It is a concrete example of push, courage and work for people for whom it is often difficult to get a job.

In the words of the integrator:

“We found a qualified work force, with professionalism, commitment and enthusiasm, to give the best and deliver a good work. The technology provided by Elastix allows us to carry out this kind of projects with satisfaction.”